Senior Network Technical Support Specialist

3 weeks ago

ShorehambySea, West Sussex, United Kingdom Focus Group Full time
Job Title: Enterprise Networks Service Desk Technical Lead

Salary: Up to £46,000 + Overtime + On Call Allowance

Location: Shoreham-by-Sea (hybrid)

Focus Group is a leading provider of essential business technology, delivering digital workplace solutions to over 30,000 customers across the UK. As a Technical Lead in our Enterprise Network team, you will play a critical role in delivering complex and bespoke technical solutions for our largest customers.

Key Responsibilities:
  • Own the resolution of all reactive tickets passing through your personal queue in the Enterprise support Incident management system.
  • Implement and deliver all assigned proactive tasks as identified by the Service Delivery Operations Manager and in Service Descriptions.
  • Centralise technical support for Field Engineers when requested (providing technical support for onsite incidents and problems, prestaging, configuration of cloud elements etc).
  • Provide escalation to other lines of support (eg 1st and 2nd line), gathering information and demonstrating excellent troubleshooting acumen.
  • Assist in the creation and delivery of local support processes (reactive alerting mechanisms, proactive scheduling systems, database management, spares holdings, lab builds, escalations etc).
  • Provide mentorship to Service Desk Analysts and provide technical leadership to assist in the technical development of the team.
  • Provide leadership in the development of world-class customer service mentality throughout the Service Desk.
  • Provide trusted 'Technical Advisor' technical leadership for customers.
  • Assist in the identification of Problems and moving Incidents over, and providing ownership in the management and resolution of Problems (though not necessarily personally resolving)
  • Out of hours support as part of the on-call rota.
Requirements:
  • Have worked in a senior position and possess demonstrable knowledge in Technical Service Delivery (networking, security and cloud).
  • A clear and demonstrable close working knowledge of the organisation working practices, tools and structure.
  • Have demonstrable technical skills across the Enterprise customer solutions (Cisco, Meraki, Fortinet, Microsoft, ZScaler and CloudFlare).
  • Adopt a continuous learning mentality and maintain up to date working knowledge of Enterprise portfolio at an advanced level.
  • Attain and maintain advanced level certifications across the Enterprise portfolio.
  • Be independently motivated and a solid team player.
  • Communicate both orally and in writing, and present complex information to both technical and non-technical audience (internal and external).
  • Certification or demonstrable experience working within ITIL methodologies.
  • Possess the ability to grasp technical concepts from the perspective of ensuring successful Service Delivery.
  • Be resilient and highly results-oriented.
  • Show ability to work in a fast-paced deployment and operational services environment.
  • Work collaboratively to achieve results within agreed timeframes.
  • Demonstrate experience in managing third-party suppliers within budget and agreed SLAs.
  • Be commercially and financially astute.
Benefits:

At Focus Group, you will be part of a dynamic and inclusive team that values collaboration and innovation. We offer a range of benefits, including competitive salary, overtime, and on-call allowance, as well as opportunities for professional growth and development.

We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Join us and be part of a team that is shaping the future of business technology.

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