IT Service Desk Team Leader

£35000 - £40000 per annum
11 Oct 2019
08 Nov 2019
Recruitment Genius Ltd
Contract Type
Full Time
An IT services company which has been operating for almost 10 years providing Datacenter Hosting, IT Support, Communications and Print. We believe in offering our customers high quality service through expert advice. The business currently operates out of offices in Stourbridge and Birmingham.

As a business we have ambitious plans of growth over the next 3 years and understand that our people are an important part of what enables this to happen. If you are passionate with a will to succeed we would love to hear from you.

Job Summary:
The ideal candidate will have, as a minimum, a strong understanding of standard IT technologies (to include desktop, firewall, networking, backup, printers, server) and have a strong desire to deliver high quality service to external customers. The candidate would be expected to drive between our customer base and therefore a full clean UK driving license is required.

Main Responsibilities:
- To provide 2nd and 3rd line remote IT support, and effectively resolve issues whilst being an escalation point for other colleagues.
- To provide onsite and remote solution implementation.
- To display excellent verbal skills whilst maintaining communication on both technical and non-technical levels.
- To build a rapport and nurture relationships with new and existing customers.
- To diagnose hardware and software incidents across a range of technologies.
- To maintain customer site documentation.
- To build personal knowledge of product portfolio.
- To complete training and development plans to increase skills level on an ongoing basis.
- Maintain a safe and clean working environment

Personal Skills Required:
- Suitable personal skills to build relationships with clients
- Highly effective communication skills and phone manner
- Ability to handle challenging customer situations and work under pressure
- Ability to prioritise work-load and multi-task
- Strong Diagnosis skills

Technical Skills Required:
- Previous experience of working in an IT environment to the requisite level of technical understanding
- Good knowledge of modern day technologies such as virtualization, Office/Microsoft 365, Windows Server, Storage, Security Products
- Microsoft Windows Server technology design and implementation
- Understanding of Cloud services such as IAAS, SAAS, DAAS and the underpinning technologies (primarily Azure but AWS would be beneficial)
- Good knowledge of Active Directory/Azure AD/Microsoft Exchange design and implementation
- Experience managing and administering the Office 365 suite
- Understanding of security solutions such as implementation of Nextgen Firewalls
- Understanding of varying connectivity technologies (Leased line/MPLS/EFM/ADSL) is beneficial
- Ideally candidate will hold MCSE/MCITP and VCP would also be beneficial

Office Hours: Monday to Friday, 8.45am-5.30pm

- 20 days per year plus Public Holidays.
- Training and Development
- Company Laptop
- Training based Earning Scheme

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