IT Support Supervisor

Concorde Group
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
Highly regarded company based in Falmouth, Cornwall are looking to recruit a permanent IT Support Supervisor to join their existing team. This role will oversee the daily running of the IT Support team and assign workloads between the team as well as third parties. The ideal candidate must be a highly-motivated, confident, team-focused leader who enjoys a fast-paced, deadline-oriented environment where they can help others. A major part of this will be to help train and develop the IT Support team while being a point of escalation for second and third line faults. To be successful within this role you do not necessarily have to have managerial experience, however, having the experience will be beneficial. It is however essential that you have experience with Active Directory, VMWare, Hyper-V, Exchange, SQL Server, Windows Server, Office 2013 and 365 including Skype for Business, LAN/WAN and SAN technologies Essential Job Functions: - Provides second & third line technical support to customers by troubleshooting applications and identifying, researching, reporting, tracking, and resolving technical issues. Escalates issues to appropriate parties. Handles other inbound calls and emails, as necessary - Work with the IT Manager to ensure performance goals are achieved. Creates reports and monitors related technical support metrics - Analyses reported issues to identify trends and proactively address customer needs, and works to improve Team processes to increase customer satisfaction - Communicates clearly and effectively with internal customers. Works with other departments to ensure appropriate and timely resolution of customer issues. Builds and maintains positive customer and staff relationships - Serves as liaison between IT support and 3rd party contractors - Works on special projects and other duties as assigned Knowledge of: Microsoft Windows 7 and 10, Microsoft Active Directory, Exchange Tools, Microsoft Office Suite 2010, 2013 & 2016, remote desktop, Internet Explorer/Google Chrome/Mozilla, workstation and peripheral hardware troubleshooting, imaging best practices, anti-virus tool operations, basic SaaS connectivity, software licensing, client VPN capabilities, and third party applications such as Adobe Creative Cloud Processes and technology such as IT Service Management Tools; Microsoft System Centre Configuration Manager; back-up, recovery, and archiving activities and tasks; network storage; basic TCP/IP and DNS; SharePoint; user shares; print servers operations; and Active Directory security and permissions.
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