Support & Service Lead – Based on Client Site

Job Title: Support & Service Lead – Based on Client Site

Salary: £35,000 to £40,000 (Depending on experience)

Location: Hampton and Guildford site visits to Company in Feltham, Middlesex

As a Support & Service Lead, you will play a critical role in our support team. You will be the point of reference for resolving complex technical challenges, providing guidance, and project oversight and support to clients.  Our client is looking for  someone who can support their client onsite in Hampton and Guildford, providing support for a Microsoft environment. Alongside the support you will be the key point of contact to help drive projects forwards and advise the client on best practice with the support of the company.

This is an evolving role and will provide the right person the opportunity to grow into a Service Lead/Project management role that provide both commercial, operational, and technical insight. As the role evolves with the client the company will support and drive the enhancement of the role to enable the successful candidate to evolve and enhance their professional growth.

Key Responsibilities:

Provide onsite technical support to clients, both independently and as part of a

collaborative team.

Function as the escalation point of contact for team members and customers.

Respond promptly to incidents and service requests, ensuring adherence to agreed

Service Level Agreements (SLAs).

Assist in the management and maintenance of client systems, networks, and applications.

Recommend best practice and support change via project co-ordination.

Collaborate with various support teams to escalate and resolve complex issues

comprehensively.

Document support activities, solutions, and create knowledge base articles to drive

continuous improvement and knowledge sharing.

Be flexible and willing to travel between two sites Hampton and Guildford to meet client

needs.

Desired Personal Skills:

Excellent interpersonal and communication skills both verbal and written.

Experience in similar working environments.

The ability to work independently or as part of a team.

A proactive approach to supporting wider team with technical challenges.

The ability to multitask and work in a challenging environment.

Be the escalation point of contact for team members and customers.

Excellent eye for detail

Involvement in projects and experience in overcoming obstacles

A positive and proactive approach with a genuine interest in IT

The desire for self-improvement and personal growth.

The desire to succeed both individually and as a team.

Support and participate in technical and project certification as an ongoing process.

A Full UK driving license.

Be flexible and willing to travel.

Desired Technical Skills:

SQL DBA experience would be a great skill in this environment

Support experience with Microsoft Windows 10 and 11 including OS installation.

Office 365 Administration Skills.

Active Directory Administration Skills.

Experience with Antivirus Software.

Experience with Microsoft Office.

Experience installing and troubleshooting software applications.

Experience installing and troubleshooting printers.

Experience in supporting Citrix.

ITIL best practice certification

Project methodology and certification

Project involvement and moving projects forward.

Hardware troubleshooting skills. An excellent understanding of computer hardware i.e.,

CPUs, memory, disk storage. Responding promptly to incidents and service requests, adhering to agreed Service Level Agreements (SLAs).

Assisting in the management and maintenance of client systems, networks, and applications.

Collaborating with various support teams to escalate and resolve complex issues comprehensively. Willingness to want to aid in supporting all aspects of the IT service assisting other teams where required from helpdesk, support through to architectural design and implementation.

Documenting support activities, solutions, and creating knowledge base articles to drive continuous improvement and knowledge sharing. Experience with Windows Server.

Experience in utilising ITSM tool sets.

Experience with repairs such as troubleshooting computers that will not power on, storage issues and broken laptop screens would be an advantage.

Join our client and be part of a company that values personal growth, team success, and provides opportunities for continuous improvement in the world of IT.

Our client is  an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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