TECHNICAL ENGINEER/TEAM LEADER - MANAGED SERVICES!

at  Saul Recruitment

KEY REQUIREMENTS:

• At least 2 years’ experience in a Level 3 technical role (someone looking to progress from technician to manager would be perfect!
• Strong and up to date technical skills!
• Ability to work under pressure while remaining focused
• A strong knowledge of ticketing system (ConnectWise) and RMM (Datto) would be advantageous
• The ability to connect and appreciate who the client is, what their business is about and what really matters to them. This needs to be married up with what works for both parties ie. let us help you and in turn this will help us
• Know what you know and what you do not know and where to find the answers
• Outstanding communication skills - both in person and on the phone
• An understanding of the customer - when to listen and when to inform
• You will have strong writing and computer skills, ability to learn quickly, work independently, meet targets and deadlines, strong work ethic and willingness to work as part of a team
• Tertiary IT qualifications or industry certifications favourable but not essential
• A friendly, positive and customer-driven attitude
• Excellent time management & organisational skills
• Enjoys a fast paced environment and is comfortable with change

KEY RESPONSIBILITIES:

• Manage schedules and workload for a great team of technicians – both locally and remotely
• Receive, receipt, triage and assign all technical requests and tasks
• Coordinate with internal and external stakeholders to manage service requests, including approvals and prioritisation
• Manage time effectively while setting the direction of the team through modelling and leadership
• Assist Project Engineers with scheduling and communicating plans with customers
• Helping with team training, mentoring and performance evaluations
• Acting as the point of service desk escalation, communicating with clients proactively and if required helping with escalated support
• Providing recommendations to improve efficiency and customer experience
• Ownership of the support tickets, having an awareness of where issues stand and what is next
• An ability to balance and plan the long and short-term actions of the team
• A knowledge of systems and to make appropriate changes when needed
• Ensuring that all processes used by the service desk are documented, regularly audited and improved