IT Support Specialist – Tier 1 Team Leader

Manchester, Lancashire
Netteam tX Ltd

Job Title: IT Support Specialist – Tier 1 Team Leader

Location: Manchester

Salary: £35,000 – £40,000

Job Type: Full Time, Permanent

We are looking for an experienced IT Support Specialist – Tier 2 or Tier 3 to join our Technical Team as Tier 1 Team Leader, working from our Manchester office. We offer some flexibility to work from home.

You will possess a range of infrastructure skills, have demonstrable experience working as part of a busy helpdesk team, and be passionate about delivering customer success. Ideally, you will have some experience in managing a team of support technicians, delegating tasks to team members, and managing the training of team members to ensure they realise their potential.

At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage innovation, and we strongly believe that it is our people that make us great.

We have Offices in Manchester & Newbury (Berkshire) as well as a team of field engineers working out of London.

About the role:

• Using PSA/RMM tools such as Datto Autotask, Datto RMM and IT Glue to provide high-quality technical support, which directly contributes to customer success
• Leading the integration of Autotask at Tier 1 and across other Desktop activities, you will be responsible for the creation of intuitive datasets to drive higher levels of performance
• Identification of skills required to achieve organisational goals
• Developing training programmes for Tier 1 to include certifications, workshops, and mentoring opportunities
• Identification of development pathways for Tier 1 Team
• Creation of SMART team and individual objectives for Tier 1 Team that align with organizational goals
• Following ITIL best practices and framework that focus on aligning IT services with the needs of the business
• Troubleshooting and resolving technical issues across a broad client base via remote connectivity, telephone, or Teams
• Remote diagnostics along with analysis and monitoring
• Production of service management reports and analysis of SLAs and performance
• Management of operational requirements for Eccles office such as coordinating Health & Safety matters

Technical Experience:

• Knowledge of Microsoft cloud solutions including MS 365, Azure, Gsuite and AWS suites
• Proven experience with Desktop & Server solutions across the Microsoft stack
• Experience working with Cybersecurity & Network infrastructure
• Overall appreciation of client system security, requirements and proven experience with relevant software and hardware solutions
• Overview ISP solutions and connectivity requirements
• Wi-Fi solution experience & knowledge
• Experience of Hospitality products such as PMS and POS systems and associated interfaces is beneficial
• Understanding around core IT compliance for GDPR & PCI/DSS etc
• Candidates with Microsoft Certifications would prove advantageous
• Enjoys working as a core member of a technical team
• Thrives on understanding and being aware of new and current technologies
• IT related degree or equivalent is highly desirable

Personal Attributes:

• Friendly, professional, and passionate about tech
• Possesses good written and verbal communication skills and the ability to communicate complex technical issues to non-technical clients
• Recognises the importance of frequent and clear communications
• Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team
• Feel that every day is a day of learning and knowledge
• Disciplined, with the ability to prioritise and execute tasks under pressure
• Harnesses pressure to deliver results

Why join us?

• We make work life balance a normal, not a benefit
• Some flexibility to work from home
• A fun and productive place to work
• Workplace Pension
• Comprehensive inhouse and external training offered
• Great team of people to work alongside
• Competitive salary that reflects your skills and experience

Diversity and Inclusion:

We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs.

In line with our recruitment policy and client expectations, some roles will be subject to a basic DBS disclosure.

Please click on the APPLY button to send your CV for this role.

Candidates with experience of: IT Support Engineer, IT Support 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician may also be considered for this role.