2nd Line IT Technician & Team Lead

We have an exciting opportunity for a 2nd Line IT Technician & Team Lead to join our well-established client in Faringdon, Oxfordshire.

MFK Recruitment has successfully recruited 41 IT Professionals for this well-established company in the past 5 years, 30 are still with the company too!

The successful 2nd Line IT Technician & Team Lead will lead 2 other Technicians.

Extremely ambitious company, and they’re very interested in having individuals join their team, who are keen to progress and succeed (The vast majority of our candidates have progressed in a short space of time!)

2nd Line IT Technician & Team Lead- Main responsibilities:

• To manage all incidents and customer requests from receipt to resolution and closure
• Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix
• Incident and problem management - taking over from 1st line engineers where escalation is required
• Provide exceptional service support to internal and external customers
• To ensure service level agreement standards are met
• To 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
• Review scorecard weekly with Team Lead & or Manager
• Direct management of a team of engineers including; identification of skills gaps, creation of skills, development and implementation of training programme at both individual and team level
• Performance management of a team, regular score check-ins, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans

2nd Line IT Technician & Team Lead - Knowledge/experience required:

• Proven experience mentoring/leading other Technicians.
• Install, configure and troubleshoot all MS Windows platforms and applications
• Install, configure and troubleshoot Firewalls, routers & VPN’s
• Office 365 - create accounts, breakdown, trouble shoot issues, AD sync
• G-Suite - create accounts, breakdown, trouble shoot issues (Desirable)
• Microsoft Hyper v / VM Ware - Basic skills

Some highlights of working with my client:

• Friendly and supportive team
• Personalised training platform
• Skills assessment and personalised progression plans
• Microsoft Gold Partner and Google Partner
• Microsoft and Google training courses, accreditations and exams
• One-to-One training
• Increased holiday allowance and sick pay with level of service
• Company healthcare available
• Purchase discounts
• Social & team building activities
• Employee assistance programme

It is essential for the successful 2nd Line IT Technician & Team Lead to have their own vehicle in this role, as their will be some very local travel on a rotational basis.