Technical Lead of IT Support Desk

Technical Lead for IT Support Team

London

Lead multiple projects and track the progress through to completion, also responsible for handling third level escalations from the IT Support Engineers when required. Having a strong customer focus will be an important for success in the role. Experience working for advisory firms would e useful for communication and client management.

• Detailed communication with customers and vendors as required to keep all parties informed of issues, progress, changes, and resolutions via phone, email, and helpdesk ticketing system.
• Third level technical support of the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless.
• Third level technical support of virtualization platform, storage arrays, core Microsoft technologies (AD, DNS, SQL…) and support of remote access solutions.
• Work with the IT leadership to ensure requests are routed appropriately and resolved quickly and efficiently
• Be part of an On-Call Rota for Out of Hours support and escalations (this is managed to not be too disruptive).

Skills & Experience

• Min. 4-5 years of experience in a similar level supporting role
• Strong organisational and customer service skills.
• Strong written and verbal communication skills, active listening, and customer care
• Ability to multi task and adapt to changes.
• Ability to work in a team and communicate effectively.
• Understanding of support tools, methods on how technology is used to provide IT services.

Professional Certifications that are useful in the role: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services.

• PowerShell or other scripting languages.
• High level virtualisation experience; VMWare.
• Microsoft technology skills (AD, DNS, DHCP)
• Advanced Microsoft 365 skills.
• Advanced Microsoft Azure skills.
• Strong storage platform experience (IBM desirable)
• Strong backup software/platforms experience; Rubrik for example
• Strong monitoring platform experience (Paessler; PRTG)
• Strong diagnostic skills.
• Good knowledge of information security, anti-virus, and anti-malware platforms.
• Good knowledge of supporting server and workstation operating systems, business applications, printing systems, and networks.
• Knowledge with Jira Service Desk (useful)
• Vendor management experience (useful)

Keywords: #ITTechnicalLead jobs, #ITManagerJobs, #SupportDeskleadjob, #TechnicalSupportjobsLondon, #SupportDeskManagerjob, #ITSupportManagerjobs, #ITSupportLeadjobs,

About Brimstone Consulting: Forensic Accounting & Fraud - (AML/CTF, Investigation, CFE’s etc.); Legal and LegalTech (E-Discovery, Digital Forensics, EDRM); Big Data and Data Analytics - (MI/BI/CI); InfoSec and Cyber Crime; Audit; Accountancy and Finance; FinTech (Payments etc.); Risk - (Credit, Regulatory, Liquidity, Market, Analysts-SAS, SPSS etc.); Compliance/Corporate Governance ; IT - (full SDLC- BA’s PM’s , Architects, Developers etc.);

Brimstone Consulting acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates. Brimstone Consulting is an equal opportunities employer. Due to time constraints we can only reply to applicants that match our clients’ specifications. We may store applications in our cloud storage facilities that may include dropbox.