Team lead — MSP ICT Manager Job Specification
This is an exciting opportunity to join a long-established, successful, and progressive IT MSP and Consultancy.
We are looking for a talented, proactive, and analytical 3rd Line Engineer, as a Team Lead at one of our client sites.
Whilst primarily based at one of our clients in Woodford Green, the role will also require client visits with occasional travel to clients outside of the South East. You must have a professional, flexible, and personable approach to client relations and should demonstrate initiative and possess the ability to prioritise tasks yourself.
You will be encouraged to pursue continual professional development
Ideally, you will already have relevant qualifications or be able to show evidence of your commitment to a course of study.
Responsibilities
- Leading a team of 3 people
- Liaising with Senior Management at the client
- Completing 3rd line technical support activities remotely and on customer sites
- Server, network, and desktop support
- Cloud services support
- Building and configuration of servers and infrastructure
- Managing prompt response and resolution support calls
- Taking ownership of escalated issues
- Creating and updating documentation and processes
- Mentoring junior members of the team
Essential requirements
- 3+ years of relevant experience
- Strong experience of Microsoft 365, Exchange Online, and Windows Servers
- Sound knowledge of Active Directory
- Familiarity with network protocols
- Strong knowledge of Microsoft 2012+ Operating Systems
- Experience of virtualisation
- Proactive, personable, confident and analytical
Advantageous experience
- Prior employment within a Managed Service Provider
- Good presentation and report-writing skills
- Veeam knowledge
- Watchguard knowledge
- Mac OSX / Unix knowledge
Personal Qualities
- Truly passionate about IT and technology
- Problem solver with good analytical and planning skills
- Able to manage expectations at all levels, and communicate accordingly
- Ability to communicate technical concepts clearly and concisely to non-technical audiences
- Excellent team player able to contribute ideas and support fellow team members at all times
- Excellent operational experience, including ownership, and prioritisation of Helpdesk calls
- Ability to multi-task, and handle high workloads in a busy working environment
- Confident customer-facing skills
- Organised and disciplined
- A structured logical approach along with a professional work ethic
- Excellent written and spoken English
