Technical Support Team Leader

4 weeks ago

Tewkesbury, United Kingdom G4S Full time

Location: Tewkesbury, United Kingdom

**Salary**: Up to 45000
Posted: 12 Jun 2023
Business Unit: UK Secure Solutions
Contracted Hours: Full-time
Employee Status: Permanent
Reference: 5357

**About the Role**

The Technical Support Team Leader will oversee department resources to ensure optimum support service and the delivery of customer projects. As the main point of escalation for technical issues with both customers and internal teams you will be expected to liaise with 3rd party technical support for coordination of resources where appropriate. Provide 1st - 3rd line telephone and remote technical support to UK engineers and customers on a range of security products and deliver technical server builds which support security products

**What will you be doing**

Assign resources to project work, tracking the delivery and reporting delays to Senior Management and Project Managers, Line Management of the technical support team including (but not limited to) recruitment, disciplinary, one to ones, performance reviews, training needs analysis etc.

To assist the Installation department with server and network builds which provide IT infrastructure services to security management solutions.

To represent G4S Fire & Security Systems in a customer facing role regarding problems or the provision of a product solution.

To investigate, troubleshoot and resolve system faults that fall under 1st - 3rd support tasks and to liaise with software/hardware suppliers to resolve Issues.

Research and identify problems that have been reported from other departments, engineers and customers.

To provide timely and accurate remote telephone & remote system responses to site based technical issues and resolve as many system problems as possible without the need to send an engineer.

To maintain accurate, real time records of site based interactions in Tesseract Service Centre providing customers and other G4S employees with all relevant information in a timely manner (call log numbers, progress updates etc.)

Manage an out of hours Technical Support service for High Security customers, including implementing the team schedule and serving as a point of escalation for authorisation and IT technical guidance.

Oversee the day-to-day operations of the Technical Support department, ensuring SLAs are met for 1st to 3rd line support services.

Create KPIs to monitor the performance of the department, looking for opportunities to improve and enhance the delivery of support services. Communicate these to management to provide an insight on how the department is operating.

Provide technical reference services (i.e. technical manual lookup) to field based engineers on IT equipment and a range of 3rd party Access Control, Video Surveillance, Visitor Management and Intruder Systems.

**What we are looking for**

Server Support or IT administration experience providing industry leading technical support and

customer service.

Previous experience of offering over the phone & remote diagnostics

Strong analytical skills, enquiring and investigative mind.

Able to get to the root causes of a problem and communicate this clearly to others.

Previous experience in a role which has involved the management of workload across multiple tasks simultaneously (e.g. project management across multiple projects)

Knowledge of current IT systems including, MS SQL Databases, MS Operating systems both Server and Client.

Strong analytical skills, enquiring and investigative mind.and able to get to the root causes of a problem and communicate this clearly to others.

**Benefits of working for G4S**

**Salary**: Up to 45,000

Location: Tewkesbury

Workplace pension scheme

Life assurance benefit

Contributory Healthcare Scheme

Eyecare vouchers

Employee Discount Schemes

Progression, training & development opportunities

Refer a friend scheme

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