Lead IT Solutions Engineer

4 weeks ago

Melton Mowbray, Leicestershire, United Kingdom Wildcat Careers Ltd Full time

Join Our Team as a Lead IT Solutions Engineer

  • Competitive Salary: Up to 30,000 based on experience (Negotiable for the right candidate)
  • Flexible Work Arrangement: Hybrid model available
  • Comprehensive Benefits Package: Includes Monthly Perkbox, Pension Scheme, Flexible Working Hours, Laptop/Mobile Provision, and Training & Certification Opportunities.

If you are an enthusiastic IT Solutions Engineer looking for a rewarding position that paves the way to roles such as Service Delivery Manager or CTO, this opportunity is tailored for you. Are you adept at problem-solving and possess outstanding communication abilities? Can you manage intricate end-user hardware, software, and network challenges effectively? If this aligns with your skills, we have the ideal role for you.

As a Lead IT Solutions Engineer, you will play a crucial role in delivering an exceptional client experience. You will be proficient in both technical terminology and straightforward language when addressing and resolving advanced support requests. Collaborating closely with the Service Delivery Manager, your main objective will be to provide exemplary client service through remote troubleshooting and issue resolution.

Key Responsibilities:

  • Promptly address and resolve escalated service desk inquiries, ensuring friendly and efficient assistance to impress clients.
  • Provide advanced remote troubleshooting for client challenges, including remote hardware support and maintenance.
  • Utilize the ticketing system effectively to manage and resolve service desk inquiries within established SLAs.
  • Regularly update and maintain scheduled tasks on the RMM dashboard.
  • Support project implementations, both onsite and remotely, as necessary.
  • Escalate tickets requiring Service Delivery Manager intervention while keeping clients informed about ticket statuses and any related disruptions.
  • Identify, communicate, and mitigate potential risks for the Service Delivery Manager and clients.
  • Mentor junior team members to foster continuous improvement and development within the team.
  • Contribute to security protocols and remain vigilant to security threats.
  • Recognize opportunities for improvement, suggest enhancements, and actively engage in promoting innovation.

Essential Qualifications:

  • At least 3 years of experience with extensive knowledge of M365.
  • A passion for problem-solving and tackling challenges.
  • Strong communication skills grounded in active listening.
  • Advanced knowledge of support tools, techniques, and technologies, including operating systems, business applications, printing systems, and network configurations.
  • Proficient in diagnosing technical issues related to end-user hardware, software, and network devices, particularly within the Microsoft 365 ecosystem.
  • Ability to type accurately and swiftly while engaging in phone conversations.
  • A strong commitment to delivering exceptional client experiences, adapting communication style based on varying situations and clients' needs.
  • Possess a valid UK Driver's License.

Desirable Skills:

  • Experience with Ticketing systems/RMM Tools and PSA software.
  • Proficiency in providing remote support using various tools.
  • Professional handling of Technical Service Tickets.
  • Possession of IT certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Prior experience working on a Service Desk or for a Managed Service Provider (MSP)/IT Support Business.

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