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IT Support Specialist – 2nd / 3rd Line

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Job Description

Job Title: IT Support Specialist – Tier 1 Team Leader

Location: Manchester

Salary: £35,000 – £40,000

Job Type: Full Time, Permanent

We are looking for an experienced IT Support Specialist – Tier 2 or Tier 3 to join our Technical Team as Tier 1 Team Leader, working from our Manchester office. We offer some flexibility to work from home.

You will possess a range of infrastructure skills, have demonstrable experience working as part of a busy helpdesk team, and be passionate about delivering customer success. Ideally, you will have some experience in managing a team of support technicians, delegating tasks to team members, and managing the training of team members to ensure they realise their potential.

At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage innovation, and we strongly believe that it is our people that make us great.

We have Offices in Manchester & Newbury (Berkshire) as well as a team of field engineers working out of London.

About the role:

Using PSA/RMM tools such as Datto Autotask, Datto RMM and IT Glue to provide high-quality technical support, which directly contributes to customer success
Leading the integration of Autotask at Tier 1 and across other Desktop activities, you will be responsible for the creation of intuitive datasets to drive higher levels of performance
Identification of skills required to achieve organisational goals
Developing training programmes for Tier 1 to include certifications, workshops, and mentoring opportunities
Identification of development pathways for Tier 1 Team
Creation of SMART team and individual objectives for Tier 1 Team that align with organizational goals
Following ITIL best practices and framework that focus on aligning IT services with the needs of the business
Troubleshooting and resolving technical issues across a broad client base via remote connectivity, telephone, or Teams
Remote diagnostics along with analysis and monitoring
Production of service management reports and analysis of SLAs and performance
Management of operational requirements for Eccles office such as coordinating Health & Safety mattersTechnical Experience:

Knowledge of Microsoft cloud solutions including MS 365, Azure, Gsuite and AWS suites
Proven experience with Desktop & Server solutions across the Microsoft stack
Experience working with Cybersecurity & Network infrastructure
Overall appreciation of client system security, requirements and proven experience with relevant software and hardware solutions
Overview ISP solutions and connectivity requirements
Wi-Fi solution experience & knowledge
Experience of Hospitality products such as PMS and POS systems and associated interfaces is beneficial
Understanding around core IT compliance for GDPR & PCI/DSS etc.
Candidates with Microsoft Certifications would prove advantageous
Enjoys working as a core member of a technical team
Thrives on understanding and being aware of new and current technologies
IT related degree or equivalent is highly desirablePersonal Attributes:

Friendly, professional, and passionate about tech
Possesses good written and verbal communication skills and the ability to communicate complex technical issues to non-technical clients
Recognises the importance of frequent and clear communications
Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team
Feel that every day is a day of learning and knowledge
Disciplined, with the ability to prioritise and execute tasks under pressure
Harnesses pressure to deliver resultsWhy join us?

We make work life balance a normal, not a benefit
Some flexibility to work from home
A fun and productive place to work
Workplace Pension
Comprehensive inhouse and external training offered
Great team of people to work alongside
Competitive salary that reflects your skills and experienceDiversity and Inclusion:

We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs.

In line with our recruitment policy and client expectations, some roles will be subject to a basic DBS disclosure.

Please click on the APPLY button to send your CV for this role.

Candidates with experience of: Helpdesk Engineer, Service Desk Technician, Infrastructure Engineer, 2nd Line Support Engineer, ICT Systems Engineer, IT Technician, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support may also be considered for this role

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