This position is no longer open for applications

Our client is currently looking for a IT MSP Technical lead to join there growing company.

Your primary focus will be on working with Technical Support teams to provide technical leadership and advice, as well as managing and client systems and deputising for the technical director where necessary. 

You will effectively support clients and colleagues as requested in a timely manner in line with the client’s support contracts. You will also have responsibility for your specialism area; escalations, process improvement, documentation and training for PaaS infrastructure.​

You are required to be able to provide reactive and pro-active technical support services and incident management for the following types of work:

• Monitoring and maintaining systems and networks
• Installation and configuration of systems
• Diagnosing faults on both hardware and software
• Solving technical and application issues by phone, email or in person
• Walking clients through troubleshooting steps
• Re-fitting and/or replacing of client hardware
• Supporting updates and/or roll-outs for client applications (training of users as needed)
• Working to SLA’s 
• Prioritising and managing multiple open tickets
• Establishing good working relationships with clients

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You will also;

• Take details of any problem or service requirement from clients even if they fall outside of your remit – then escalate these appropriately to the relevant team
• Take ownership of tickets as appropriate and continue to own the task until completed even if elements of the work are delegated to others
• At times, be required to work out of the Office, at Client sites or our datacenters. This will require travel possible overnight stays and has potential for working out of office hours

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In addition you will have the following higher-level responsibilities:

• Testing and evaluating any new tech/applications/processes
• Being an escalation point for your colleagues
• Problem ticket management and conducting root cause analysis
• Project Work
• Maintenance of technical documentation
• Keeping yourself informed of all on-going projects and multi user impacting issues

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Finally for your area of specialism your responsibilities are;

• Provide technical leadership in your area of specialism and act as the final internal technical escalation point for all issues relating to your specialism
• Take an active role in developing other employees knowledge and abilities in your area of specialism
• Take ownership of all documentation related to your area of specialism within there knowledge base, ensuring that all information is accurate and up to date
• Proactively keep your specialist knowledge up to date and develop new procedures and policies that improve delivery of services to clients
• Support the senior technical team to the best of your ability

Education and/or Work Experience Requirements:

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external clients (up to senior management levels, using appropriate and professional language)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out tasks to completion within parameters and instructions given, prescribed routines, and standard accepted practices
• Proven experience in an IT Support Role and Team 

 Other Requirements:

• Must follow all integrated ISO management systems, be aware of and comply with all ISO data security systems at all times.
• Ability to maintain regular, punctual attendance
• Must be able to talk, listen and be clear and concise in all telephone and written communications
• Must complete all necessary paperwork and administrative tasks as required by your work including timesheets, expenses, ticket notes and all peripheral administrative tasks for this role in a clear and accurate manner
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

​Salary: £40,000 – £80,000 per annum (depending on experience), flexible benefits, life assurance, health care plans, company pension contributions, life assurance, health care plan and extensive training and development opportunities.