3rd Line – Team Lead

Position: IT Team Lead - 2nd/3rd Line Support Engineer Location: Farringdon Our client is a fast-growing ICT Services & Solutions provider for businesses and schools across the South of England. Founded in 1977, we have a long-standing reputation for delivering ICT excellence and support with a personal touch. This is the ideal role for an individual with live experience in providing IT support and project delivery within an MSP environment or as a member of an internal IT support team looking for their next step. You should be passionate about providing exemplary customer service. Main responsibilities: Manage all incidents and customer requests from receipt to resolution and closure Provide level 2/3 server, network and desktop technical support, diagnosing customer issues and providing a high level of first-time fix Support the implementation of cloud solutions Incident and problem management - taking over from 1st line engineers where escalation is required Provide exceptional service support to internal and external customers Ensure service level agreement standards are met Promptly complete any admin paperwork and documentation Keep accurate records of all site information using IT Service Management tools Promote best practices and adhere to change control process Accurately plan and organise a working week Review scorecard weekly with Team Lead & or Manager Knowledge/experience required: Experience in a service delivery environment Working knowledge and practical experience of cloud migration, MS Endpoint Manager, Azure AD, SharePoint and Google Workspace Proven experience of delivering to SLAs Demonstrated understanding of technical troubleshooting and fault finding You must have a full UK driving licence and own a vehicle for this position. Employment will be subject to a satisfactory Enhanced DBS check. Why work for us Our client prides themselves on developing individuals to reach their full potential. We are committed to pairing the right roles with the right people and to developing people's strengths whilst continuously encouraging thinking outside the box. As a part of the group here you will be working with and learning from a team of experts with a true passion for what they do and a real drive for staying at the forefront of tech innovation. Some highlights of working for our client include: Friendly team Skills assessment and personalised progression plans Microsoft Gold Partner and Google Partner

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