Ref.: 214499485 | 2021-08-24 10:19:05
Town: London | County: City and County of the City of London | Country: United Kingdom
Description: Our Client, who pride themselves in delivering high quality, cost effective and sustainable ICT solutions, seek an IT Managaer to join their growing team and a wider pool of consultants that allow them to deliver a variety of services from support to IT/IS strategy.
1. To support the service desk team in the day-to-day escalation of sensitive, urgent issues or more complex issues
2. To manage the project office, enabling the delivery of internal and external projects on time and on budget.
To act as Technical Project Manager to all projects, whilst utilising the support team to assign and complete the various project workstreams/activities.
To ensure that customer updates, workplan design, scheduling, time entry and budget are all in place and managed according to company process.
Ensuring that projects are delivered on time and on budget.
To work closely with the senior management team and escalate issues or requests of a process, technical or account management nature.
To work closely with the CTO to design and deliver solutions for customers with a particular focus on cloud technologies.
Incident, Problem and Change Escalations
To work with the service desk to regularly review, troubleshoot and resolve escalated tickets.
To support the service desk team to resolve issues and act as a point of escalation for more challenging requests.
To provide excellent, responsive customer service at all times and lead by example
To play a key role in the upskilling of the service desk and project delivery team by means of encouragement to study, document and learn as well as on the job training.
To provide technical assistance in the ‘Change Advisory Board’, reviewing and approving Big and Emergency changes.
Tasks and responsibilities
Learning, understanding, accepting and abiding by the companies ‘Information Security Policy’ at all times.
Following the various processes and procedures in accordance with the Information Security Management System.
Being vigilant and aware of any potential Information Security risks as outlined within the various Information Security policies.
Reporting any Information Security breaches in line with the Information Security Incident Management Policy.
Advising and playing a key role in the review, testing and improvement of the Information security incident, business continuity, and disaster recovery procedures.
Keeping up to date on the latest Information Security trends and stoking discussions within the business to further encourage a culture of security awareness.
Practicing and demonstrating a risk averse approach in regard to the protection of information.
Technical Support and Project Implementation
In-depth design, implementation, and support of IT solutions, with strong focus on MS Office 365 and Azure.
Design, implement and support customers network infrastructure solutions
Oversee system change requests for production systems in a controlled manner.
Highlight/flag any potential risks to the C-Suite.
Be an escalation point for the service desk team to resolve challenging issues
Ensure that relevant issues are escalated to third parties in a timely manner and regular updates provided to the customer.
Serve as the escalation point to the C-Suite
Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis
Detect opportunities for efficiency savings and recommend changes.
Attend client sites and provide on-site support as and when required
Knowledge and experience
Managed Service Provider experience is desirable
Minimum of 5 years’ experience of working in a level 3 support role or a minimum of 3 years’ experience within an Infrastructure management/technical lead role.
Solid understanding of IT principles and the various domains.
Solid experience and understanding of installation, configuration and maintenance of Microsoft technologies
Experience of deployment and maintenance of MS Office 365 and Azure solutions
Experience of deploying and supporting MS Terminal Services & Citrix environment
Solid Experience of PowerShell scripting
Working knowledge of Software Packaging and Deployment solutions (Autopilot/Intune)
Solid experience of VMWare & Hyper -V setup, configuration and support
Experience with web applications
Competent in installation and administration of routers, switches and firewalls.
Good networking skills, including knowledge and experience of IP Routing, VLAN`s, QoS, POE and ACL`s / VPNs
Technical project lead experience as well as experience of providing technical consultancy
Designing & Deploying Backup solutions
Experience of monitoring and proactively maintaining the IT infrastructure
Qualifications and skills
Demonstrate a willingness to learn and get certified in relevant technologies through continued professional development.
Thorough understanding of the ITIL framework
Certifications are not essential but highly desired
Demonstrable expertise in all activities associated with providing end user support and problem resolution on complex and difficult infrastructure issues including networking and server administration
Extremely customer focused with the ability to develop and maintain strong relationships with customer contacts at all levels
Strong written and verbal communication skills is essential– as consultation with clients regarding system upgrade, design & Implementation will be required
Proven ability to identify and resolve challenging technical problems
Sound judgement with demonstrable understanding of when and how to escalate issues
Strong organisational skills, able to manage multiple tasks and prioritise effectively
Salary Type: Annum
Salary: £55000 – £60000/annum
Permanent | Full Time
Rogerio da Silva is a Brazilian who lives in the UK for a little over two decades. He is the owner of a test consulting and outsources services for software development. He likes to blog, write and create content that teaches others how to live a better life. Rogerio has two princesses and one powerful wife that help him with his work.
He loves reading biographies of successful authors and dream builders because they inspire him to keep creating!