Senior IT Support Engineer

5 days ago

Dudley, United Kingdom AWD online Full time

**Senior IT Support Engineer (EPOS) / Technical Support Team Leader** who has previous management and leadership skills with experience of Networking, EPOS, PC Configuration, IT Hardware and Software Installs, Troubleshooting and Command Prompt is required to lead, motivate and manage an IT field service team for a well-establishedIT Solutions Company.

**SALARY**:£25,000 per annum + Van, Fuel Card + Benefits

**LOCATION**:Dudley, West Midlands

This is an office-based Service Desk role in Dudley. However, you will be required to visit Engineers out in the field from time to time, to assess their work and support them with larger projects.

**JOB TYPE**:Full-Time, Permanent

**WORKING HOURS**:13 Hour Shifts, 3 Days on 3 Days off rota basis (inclusive of weekends and bank holidays)

**JOB OVERVIEW**

We have a fantastic new job opportunity for a Senior IT Support Engineer / Technical Support Team Leaderwho has previous management and leadership skills with experience of Networking, EPOS, PC Configuration, IT Hardware and Software Installs, Troubleshootingand Command Prompt.

This is more of a management role, coordinating IT Field Service Engineers out at client sites, although you still need good 'hands on’ IT support skills.

Working as the Senior IT Support Engineer / Technical Support Team Leader you will be responsible for the day-to-day management of a team of IT Engineers ensuring that all relevant calls to the IT Service Desk are allocated and handled within the relevantSLA timescale.

As the Senior IT Support Engineer / Technical Support Team Leader you will also be the point of escalation, ensuring that any high priority issues are dealt with quickly and efficiently to minimise disruption to the customer.

**APPLY TODAY**

If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.

**DUTIES**

Your duties as the Senior IT Support Engineer / Technical Support Team Leader include:

- Manage a team of engineers allocating jobs within Service Level Agreements
- Ensure that work is conducted in line with customer requirements and Service Level agreements
- Monitor and manage the supply of utilities and tools to support field-based activity
- Measure performance and conduct ongoing training as necessary
- Conduct weekly engineer visits, auditing stock and ensuring that vans are presented in an acceptable manner
- Train and develop engineers on cabling, particularly termination, clear labelling and preventative maintenance
- Monitor new starters on a weekly basis during their probationary period
- Be the "on shift" escalation point for both the helpdesk and engineering teams
- Manage staff absence, holiday requests and complete payroll details
- Manage holiday requests as appropriate for the engineers.
- Ensure that any skill gaps that are identified are addressed by providing the relevant training and support to the Engineer
- Highlight improvement initiatives for the field team to aid in the speed and efficiency of closing calls
- Build excellent customer relationships by keeping the customer informed and advised of the progress of their escalation
- Provide technical support as necessary to the field support team

**CANDIDATE REQUIREMENTS**
- Previous experience managing a team with the ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
- The ability to set the long-term direction of the team based on the company’s strategic vision
- Experience of networking, PC configuration, command prompt and SQL databases is preferred
- An ability to balance and plan the short-term actions of the team
- Knowledge and understanding of all relevant industry standards
- Able to demonstrate excellent verbal and written communication skills with the ability to explain complex technical issues to individuals with limited technical knowledge
- An ability to think critically about systems and to adjust consistently as needed
- Must have excellent planning and organisation skills and be able to prioritise tasks to ensure that they are completed to the required standard and on time
- The ability to manage time effectively whilst setting the tone of the team through modelling and leadership
- Competent in Excel, Word and Outlook
- Knowledge of EPOS, Office 365 / exchange server and MS Office - all versions is preferred

**HOW TO APPLY**

JOB REF: AWDO-P9776

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