This position is no longer open for applications

Role: IT Team Lead

Salary: 30k -36.5k

Location: Abingdon

Benefits:

• 25 Days Holiday and rising (plus bank holidays)
• Flexible working (WFH incentives)
• Private medical cover
• Discounted gym membership
• Cycle-to-work scheme
• Car Parking

Primary Purpose:

This role is designed to be the face for a single client. The main focus of this job is to be

the boots on the ground onsite, dealing with all IT issues that arise. As part of your responsibilities,

you will act as the direct team lead for 1 other member of staff (an IT apprentice). The client is a

private school and therefore DBS checks will be necessary as part of your induction to both Planet

and to the client.

Key Responsibilities:

• Being the first point of contact for all incoming support calls, emails, walk-ups, and sessions

• Being an escalation point for all escalations coming from apprentice, the other onsite
• engineer

• Ensuring all forms of support call are logged in the system and the client is kept updated

• Manage incident and request tickets ensuring established SLA’s are met

• Providing support to the school, as well as to the wider Planet IT team

• Help the Helpdesk Management Team with continued business improvements

• Provide support, training and guidance to both the onsite apprentice and client staff

• Actively communicate any, and all, updates to the client

• Managing the client’s expectations with ongoing tickets•Inform the Helpdesk Manager of any tickets requiring escalations, to the wider team

• Working with the client’s 3^rd party suppliers and vendors when appropriate

• Adhere to all company policies and procedures

• Ensuring that all role related KPI’s are met

• Logging, managing, and resolving client IT issues

• Maintain desktop asset register and configurations

• Undertake any other reasonable duties as required to meet the needs of the business

Behaviors Required:

• Strong communication skills
• Professional, approachable, and flexible
• Team player, works effectively with colleagues across all functions
• Demonstrates energy and a positive attitude
• Tenacity and a strong desire to make a difference, always with the customer in mind
• Attention to detail
• Ability to look outside of the box for a solution
• Ability to build good professional relationships

Person Specification:

Minimum (Technical):

• Excellent knowledge in Windows 7/8/10/11 installation and configuration

• Good knowledge with MacOS installation and configuration
• Good knowledge of network troubleshooting
• Exposure to comms cabinet patch management, tracing cables, etc
• Good knowledge to Email Management/Configuration – Primarily Office365
• Exposure to Office365 Powershell command-lets
• Exposure to InTune/Microsoft Endpoint Manager (Configuration policies, compliancepolicies, app deployment, etc)Exposure to Email filter technologies, such as Mimecast, Barracuda, Sophos Email Gateway
• Exposure to Microsoft Server OS – 2016/2019/2022
• 2+ years’ experience working with medium-large business’
• Good working knowledge of Active Directory – User account creation, group creation, etc
• Good working knowledge of NTFS permissions

INDIT