Careers at Commercial

2nd Line Support Team Leader

Posted

01/08/2019

Closing Date

31/08/2019

Location

Cheltenham

 

Salary

Available on request

Working Hours

Full-Time 37.5 hours per week

Overview

As the 2nd Line Team Leader, you will manage our 2nd Line Helpdesk and Field Engineer Teams. The ideal candidate will be a dedicated individual with a desire to deliver high quality service to both internal and external customers alike. The candidate must have previous Team Leader / Management experience and a strong technical background so that they can build the respect of a talented team of IT Infrastructure engineers.

WE WANT YOU TO…

  • Ensure that the 2nd Line team and Field Engineer team meet service SLA’s for our customers
  • Train and develop your team to ensure that you have the necessary skillsets within your team to provide the highest standards of technical support and customer service
  • Provide line management responsibilities including conducting one to ones, setting KPI’s, approving holiday requests, disseminating management information etc.
  • Work within the 2nd Line team to resolve customer issues remotely via telephone, email and remote support sessions
  • Act as a point of escalation for the 2nd Line Team as well as off-site support staff, and provide assistance with helpdesk tickets where possible, escalating further as required
  • Work with off-site support staff to promote a seamless and collaborative support service
  • Schedule Field Engineer site visits as required
  • Improve process, procedures and service improvements to introduce efficiencies, streamline support process, provide a consistent user experience and identify new opportunities.
  • Develop and promote a proactive ‘can do’ culture within the department
  • Ensure support services are delivered within an ITIL framework and aligned to industry best practice
  • Build and maintain strong relationships with internal and external stakeholders to build confidence and promote NOC services.
  • Ensure that service metrics and good data quality is maintained to enable accurate reporting
  • Handling difficult calls and resolving difficult customer situations through excellent communication and direct stakeholder engagement.

You have got…

A minimum 3 years relevant experience with the technologies listed below, ideally with either a Microsoft MCSA or Citrix CCA, and a minimum 1 year relevant Team Leader / Management experience

  • VMware ESX/ESXi and vCenter
  • Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
  • Windows Server (2008 R2, 2012 and 2012 R2, 2016 & 2019)
  • Exchange (2010, 2013) and Office 365
  • Citrix XenDesktop
  • Veeam Backup & Replication
  • Sophos Anti-Virus (On-Premise and Central)
  • TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
  • SAN Technologies including Lefthand and Nimble

It would also be beneficial to have experience of:

  • Microsoft SCCM, InTune and AutoPilot
  • Microsoft Hyper-V and failover clustering
  • Citrix Netscaler
  • Two-factor authentication including Vasco and SMS Passcode
  • Corporate wireless systems including Meru and Meraki

Why Commercial..?

  • Competitive salary and bonus scheme
  • On-Call Rota with Shift Allowance and Overtime Scheme
  • We all get a generous holiday allowance of 25 days plus bank holidays which increases with length of service
  • Bonus scheme (paid quarterly upon achievement of KPI’s)
  • A variety of training & Development programmes tailored to you
  • Earn extra money if we hire your friends or family with our employee referral programme
  • Want to get healthy? We have free fruit delivered for all staff! And our state of the art coffee machine will be sure to set you up for the day
  • Looking for a little extra? You could get a day off for doing charity work and you might even get a treat on your birthday and work anniversary!
  • A range of team and social events
  • Cycle to work scheme, pension contributions, Employee support programme, Flexi time scheme and more

Working hours:

37.5 hours per week to be worked between the hours of 9:00am - 5:30pm Monday to Friday. However, occasional overtime may be required to meet the needs of the business.