Lead Service Technician

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Role: Lead Service Technician Type: PermStart: ASAPSalary: Negotiable (Dependant on experience) Role:Reporting to the Head of Managed Services, you will provide Technical Leadership (from 1st through to 3rd Line & 3rd Line) and subject matter expertise as well as the Infrastructure guidance for the Service Desk Team. We are looking for somebody who wants to continue to grow as an engineer and a leader as well as helping grow the existing team. Helping engineers grow their skills and use innovative ways of continuously improving how we work. You will work with the Support Team to help them deliver exceptional service, ensuring that incidents and requests are delivered in line with SLA's. We are looking for you to build effective working relationships with the wider technology teams and lead by example and demonstrating processes and best practices. Main Duties:Monitors service desk (1st 2nd & 3rd line) systems support to ensure server infrastructure is running 24/7 as well as maintaining Infrastructure monitoring and alerting system. The role relies on configuration and maintenance and customer infrastructure.It is essential that the 1st 2nd & 3rd Line Support Engineer is capable of working in an ITIL aligned operational support environment with excellent knowledge and experience supporting server and storage with the ability to work to deadlines & SLA's, within ticket response and resolution SLAs.Assists with the specification, development, research, and evaluation of services standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.Monitors, maintains, and contributes the quality of support documentation.Proactive maintenance of customer server infrastructure during maintenance windows.Proactively looks for improvement infrastructure for customer and as part of continuous improvement process with the Managed Service department.Works with the project team ensuring smooth transition from projects to business as usual.Development and continues input to the Managed Service Practice notice book.Support the Head Of Manged Service and Team leads when required Attributes:Experience of working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time.Excellent communication and presentation skills with the ability to convey technical information to non-technical staff.Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs.Ability to think and work independently, and as part of a team and to take responsibilityBe adaptable to changing requirements and technologies with the ability to assimilate new packages when required.Positive and robust attitude with a high level of personal motivation.Experience working within a technical product support role at 2nd - 3rd Line level.The ability to provide training and support when required.Be comfortable in a fast-paced environment and be able to make decisions without management oversight. Key Accountabilities As a Lead, encourage the team to be self-aware and create a learning culture to help individuals and the team to adopt a positive mindset.Stay responsive to business needs and work with the team to find innovative solutions and shape delivery.Provide detailed customer Infrastructure reports and recommendation for sales opportunities.Great communication skills with the ability to build relationships with stakeholders across the wider business.Ensure stakeholders are engaged in the programme and business change activities completed.Ensure delivery of support/project on time and within budget, mitigating risks appropriately.Manage stakeholders, Senior IT Leadership and Supplier relationships.Incident, Problem and change management ownership.Contribute to activities of all onsite teams as required.Have strong experience of working with and delivering to SLA's and KPI's, ensuring continued Service Delivery.Team development and performance management.Acting as point of escalation for the Service Desk team.Management of team attendance, in line with agreed process including staff attendance.Proactive search for improvements & ensuring these are captured & progressed.Ensure Systems and Processes are continually being reviewed and improved.Look for gaps in service and continually make improvements. Other Job Requirements:Willing to undertake further training to fulfil the requirements of the role.Continuous development of technical skillsets through research and virtual lab development.Extended hours support coverage and infrastructure maintenance, if needed.Willing to work additional hours to meet the demands of the role.May be required to travel on company business on an ad-hoc basis.Problem solving skills and the ability to identify alternative solution to customer problems.Excellent written and verbal communication.Able to manage time and work under pressure to deadlines. Able to manage the demands of numerous tasks. Self-motivated and able to motivate others. Essential's:ITIL V4 Foundation Certificate preferable. (Within 3 Months of appointment)Microsoft Certified or relevant experience.Experienced in administration and management knowledge of Microsoft cloud technologies .Experience of migrating SMB users to Office 365 Exchange Online and OneDriveDetailed Active Directory knowledge, Group Policy Creating user accounts, reset passwords, create groups and managing an enterprise networkDetailed knowledge of server technologies including Active Directory, RDS, SCCM, WSUS, Hyper-V, SQL. Experience with security principles and antivirus solutions.Experience of implementing and manging networking fundamentals including switches, routing wireless access points and firewalls. Management and configuration knowledge of Hyper-V, VMware and other virtualization solutions. Detailed knowledge of Windows, Apple and Linux desktop Operating Systems. Desirable Skills:5+ years providing support for Microsoft Server and Desktop Operating Systems. Microsoft Certified Solutions Expert (MCSE) Productivity Certification or Microsoft Certified Enterprise Administrator.Microsoft Certified Dynamics 365 Fundamentals Microsoft 365 migration experience and management covering hybrid, user identity and Teams Direct Routing.Working knowledge of Azure PaaS.Working knowledge of basic Microsoft Dynamics administration. Due to the volume of applications, we regret that we can only respond to those meeting our above requirements.