Technical Service and Support Lead

Vivisol UK are looking for an Technical Service & Support Lead to join a dynamic ad efficient team to deliver specialist knowledge and support as part of our IT support & service team, including desktop applications, telephony, cloud solutions, Google Suite, Microsoft technologies and various hardware platforms including network devices.

We offer a generous package including; 33 days holiday (including BH), excellent training and development programs, matched contribution pension scheme to capped percentages per position level, enhanced maternity and paternity leave, yearly bonus scheme, as well as a starting salary of £40,000 dependant on experience.

Location: Crawley (4 days a week in the office)

Hours: 37.5-hour week - Monday to Friday 9am to 5pm

The successful candidate may need to be flexible to work weekends if required

Primary Duties & Areas of Responsibility:

• Delivering 1st, 2nd and 3rd Level support, PCs, Printers, Phones, Mobiles, Tablets, Laptops, software, Apps
• To lead the IT Helpdesk team by providing first class service support in accordance with best practice as detailed in ITIL, ISO 27001 and IG SoC
• To evaluate and assign service desk tickets to the appropriate engineer, tracking and reporting on incidents and service requests raised. Ensure all tickets are progressed and resolved in accordance with SLA’s.
• To be available out of hours in event of emergency, business continuity / DR events
• To provide users with current and effective IT resources and facilitate access to the appropriate information systems.
• To provide expertise relating to desktop hardware, applications and operating systems, investigating and resolving queries
• To install, customise, configure and maintain IT end user hardware and software
• Issue equipment and maintain inventories
• To assist in the procurement and commissioning of IT hardware and software
• To liaise with 3rd party IT support, phone support and internal users to ensure quality of service and minimise user downtime
• To act as point of escalation for various IT issues, providing both on site and remote support
• To act as Incident manager or incident handler during IT incidents
• To assist in the delivery of new systems as part of a project team and be responsible for managing release to production, providing ongoing support
• Ensure that the service desk is appropriately staffed to support business needs
• Coordinate annual site audits at our remote depot locations
• Proactively look to enhance and improve the service desk's processes and procedures to ensure that the business receives quality IT support

Experience

• You are an experienced IT professional with excellent communication skills
• You have provided extensive 2nd and 3rd line support (essential)
• You can manage and motivate a team to get the best out the different disciplines available
• Demonstrates a systematic approach and ability to identify, address and resolve IT issues
• Good understanding of networking within a multi branch setup with central data centres
• In depth knowledge of Windows 10, Microsoft Office 365. Familiarity with iOS & Android
• Experience with various server configurations; Domain, File, Exchange, SQL servers.
• In depth knowledge of the Windows Active Directory domain architecture and its interaction with the desktop environment.
• Good experience and understanding of building clients with modern imaging tools.