Service Desk Technical Lead

We are looking for a highly motivated and experienced IT engineer to join our Service Desk Team, based at our Head Office in Theale, Reading.

Who we’re looking for

A successful candidate would need to enjoy working as part of a team, strives to deliver a high quality of service and able to assist junior members of the team with ticket escalations.

If you have a hunger for technology, a passion to work as a team and help us grow our business – we want to hear from you!

Our Staff Values: Positivity, Flexibility, Passion, Professionalism, Organised, Communication

Our Company Goal: “Provide highest quality IT support with the very best customer experience”

The Role

Our Service Desk Technical Lead is the equivalent to third line support and requires a strong technical background with experience supporting external customers.

A successful candidate would need to enjoy working as part of a team, strives to deliver a high quality of service and be able to assist junior members of the team with ticket escalations. The role is to support the Service Delivery Manager in making improvements to existing set-ups and defining new processes & procedures. You would also assist the Managing Director and Technical Director in technical sales, such as the adopting of new technology in the business to benefit our customers.

This will also require leading, developing, mentoring to ensure good quality control for the Service Desk Engineers.

Whilst playing an important role on a busy Service Desk, the position will involve supporting a broad range of clients across a variety of business sectors, which means you will need to be both flexible and adaptable when offering solutions to customer needs.

Strictly No Recruitment Agents!

Responsibilities of the Role

  • Define and document processes and procedures
  • Manage and work to SLAs
  • Prioritise and managing multiple open tickets
  • Train and mentor junior staff and provide an escalation point for complex issues
  • Carrying out maintenance, upgrades and installations of infrastructure technologies, across Azure, O365, Windows Server, VMWare application & desktop and Firewalls
  • Attending client sites when required
  • Undertake such other work that may be assigned which is consistent with the nature of the job and its level of responsibility
  • Provide technical support to telephone and email requests from users for all PC hardware, software and associated peripherals
  • Pro-actively provide information to users on the progress of outstanding support calls
  • Contribute to ensuring that MFG and its customer’s systems and software are kept up to date and messages are passed on and feedback received promptly
Download Full Job Description

Apply for the gig

    Upload your CV (PDFs only - max file size 5mb)


    Want to view other job roles?

    Back to Careers Home
    Share This:
    Date

    20th August 2020

    Location

    Theale, Berkshire

    Reports to

    Service Delivery Manager