Senior/ Lead IT Support

28 Sep 2017
03 Nov 2017
Contract Type
Full Time
To provide customers for all contracted services support and contact for higher level issues, migrations and project work and installations, configurations and troubleshooting. To provide support to tier 1 technicians where necessary. To detail and log all client interaction and work carried out. To act as a single point of contact for escalated issues. To escalate and pass on calls when required. To provide remote and onsite support where necessary. To keep internal client management and monitoring systems and data up-to-date. To provide excellent customer service. To provide tier 2 technical support and troubleshooting. To achieve an 80% 8 hour fix rate. To meet contractual SLA targets. To provide a consistently high level of communication to customers and colleagues. To research and document faults, configurations and resolutions as required. To follow office procedures for day to day tasks. To manage migrations and projects. To manage tier 1 technicians when onsite as required and to carry out onsite work alone for higher level jobs. Responsibilities: Helpdesk: - Dealing with all escalated helpdesk issues. - Providing in-depth troubleshooting for escalated support issues via remote connectivity. - Detailing client supported issues through inhouse systems. - Passing any non-supported issues through to sales to quote. - Updating tickets as work is carried out and contact is made. - Gathering all relevant information to troubleshoot the issue. - Keeping the client and tier 1 regularly updated. - Keeping inhouse sytems up-to-date. - Completing 80% of tickets without escalation within 8 hours. - Assisting tier 3 with tasks, tickets and projects. - Assisting Tier 1 with daily tickets to meet SLA's. - Monitoring incoming alerts emails and actioning accordingly within SLA. - Documenting faults and fixes to assist future trending and troubleshooting. - Researching faults and resolutions. - Reporting on persistent and regular issues or devices. - Research and present better ways to manage clients and automation ideas etc. - Project work: - Implementing and managing project work to strict timelines. - Configuration of firewalls, switches, servers, exchange, SQL, Blackberry, web filtering virtual systems, storage arrays and networks. - Dealing with client software and hardware installations and upgrades. - Assisting tier 3 with tasks and projects. - Dealing with internal systems improvements and upgrades. - Scripting and automation of regular client tasks. - Migrations/Onboarding: - To manage and follow the onboarding and migration process for getting new and old clients - Keeping tickets and clients updated and informed. Field: - To visit onsite for complex tasks, such as server installations and major configuration changes and complex troubleshooting. - Keeping tickets and clients updated. - Ensuring clients' signoffs are completed. - Taking pictures and floor plans of all work when onsite. - General: - Giving a professional and friendly impression to clients at all times. - Meeting exceptional customer service levels. - Demonstrating, supporting and encouraging a culture of "customer comes first". - Participating in operational reviews and meetings. - Managing time effectively to meet SLA targets. - Contributing to general organisation development and process improvement activities. - Manipulating data to produce reports or data cleansing.
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