Job Ref: 214832103

Date: 2021-10-06 13:43:12

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We are working with an innovative provider of advanced mobile technology (based near Newport Pagnell) who are currently looking to recruit a Technical Support Team Lead who will lead a brilliant Technical Support Team (2nd line) to ensure the highest possible standards of service covering 24×7 operations in adherance to ITIL principles.

Acting as the focal point for all support related issues, both within the business and in collaboration with its key trading partners and be responsible for ensuring that all support incidents are resolved within agreed SLA’s.

Key Responsibilities are:

1. Leading the team in identifying, troubleshooting and resolving reported issues.

2. Apply creative problem solving and logical thinking to get issues resolved correctly and as quickly as possible. This role will involve both application and hardware support.

3. Interface with internal staff and external customers and will need to communicate with people who have differing levels of technical understanding.

4. Liaision with the development team where required, to gain an understanding of the system and to provide detailed information to help resolve technical issues.

5. Provide Incident Management functions and the Incident Manager role

6. Own the Change & Problem Management function

7. Testing and fault-finding WEB, PDA & Reporting

8. Assist with the management of supplier relationships – attend meetings and liaision with suppliers.

9. Resource Planning & Scheduling

10. Service Level Delivery

About you:

* Minimum 3 years’ experience as Technical Support Team Leader or similar role

* A highly motivated, self-starter with a personal commitment to service support and delivery

* Able to communicate technical issues to varied audiences at all levels of the organization

* Ability to apply both creative problem solving and logical thinking to problems

* Works well as a team or as an individual and maintains a positive attitude

* Application Support experience

* Excellent written and verbal communication skills

* Competent user of MS Office systems

* Microsoft Server Side technologies (OS/ IIS, WCF)

* Windows Mobile technologies (hardware and software)

* MS SQL Server knowledge

* Experienced in installing Microsoft Operating Systems

It would be great if you have:

*

* Relevant degree or industry qualification

* Experience using Jira Service Desk

* Relevant IT (Microsoft) certification

* ITIL certification

This is a Monday – Friday role with a healthy hybrid work environment and culture

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