Responsibilities:
- Instilling ownership and accountability within the team
- Extensive experience working with SCCM.
- Expert in Azure and AWS.
- Work to identify root cause issues within client environments
- Facilitating technical training, workshops and coaching sessions at both individual and group level.
- Direct and advise technical staff with particular emphasis on change controls, quality assurance, problem solving, system testing and documentation.
- Assist Support Engineers and Service Delivery Managers with procedural and technical questions in an open and constructive manner.
- Initiate ideas/actions and engage all points of contact to drive quality improvements within the team.
- Proactively reviewing clients open jobs and provide feedback to support analysts
- Ensure that reviews of open and assigned calls are completed regularly to help deliver superior customer experience.
- Assist in performing trend analysis on incidents, drive rectification and minimising customer impact.
Essential Knowledge and Skills
- Expertise in deploying and managing Microsoft technologies: Windows Servers, Exchange, IIS, SCCM, SCOM, O365.
- Experience scoping and delivering infrastructure upgrades to on premise and cloud environments.
- Expertise in virtualization technologies VMWare and Hyper-V.
- Knowledge and experience in the latest Data Centre technologies and cloud platforms including AWS and Azure: Desirable skills in puppet/chef, python/ruby scripting.
- Experience working with virtual desktop applications, e.g. Citrix, TS
- Deep understanding of networking principals. VPN, IPsec, TCP IP and Routing skills
- Demonstrated PowerShell scripting skills and exposure to Linux
- Experience in system monitoring and reporting tools
- Extensive experience in a Service desk environment providing support using a call management system.
- Minimum 6+ years as a Support Engineer (L3) in a large organisation
Abilities
- The ability to work well in a team.
- A proactive approach to managing IT.
- A strong focus on customer service.
- A genuine interest in resolving IT issues with users at all levels of the organisation
- An excellent work ethic that will inspire confidence in management
- The discipline to work with minimal supervision.
- An understanding of the importance of time-sheeting and call logging standards and a willingness to put that into practice.
- Strong verbal and written communication skills
