EUC Support Team Lead

at  Brakes

ABOUT YOU:

We are looking for someone who has experience with managing a small team, however this is not essential as training will be provided. The successful candidate will have a good working knowledge of maintaining IT security, infrastructure, and service standards as well as a technical knowledge of Microsoft product base including client Operating Systems (Windows 10 and 11) Teams, Office 365 and Azure. You will have experience of administering MDM platforms such as Endpoint Manager (Intune) an understanding of networking (Wireless, LAN and WAN). You must have excellent interpersonal skills and be customer service focused with a keen attention to detail which is essential in maintaining accurate inventory data and documentation. You should have experience of supporting networked printers and proven troubleshooting skills for hardware and application support as well as active Directory / Azure AD understanding and administration experience. It is highly advantageous that the successful candidate has an ITIL V3/ V4 foundation certificate and experience of service delivery frameworks.

• Manage a team of between 3 and 5 engineers.
• Develop and coach team to maximise performance.
• Co-ordinate service reviews with the local site management team.
• Produce service reporting documentation packs
• Provide both onsite and remote 2nd line support for end-users
• Ability to prioritise workload to ensure service levels are maintained.
• Management and closure of incidents and service requests via the helpdesk ticketing system, owning through to resolution.
• Proactive replacement of end of life assets, including the asset disposal or recycling of the old device.
• Provide IT Induction for new starters, ensuring they have the hardware and software required to perform in their role.
• Administration of mobile devices via an MDM platform and SIM card connections
• Maintain accurate asset inventory of IT hardware, including but not limited to Laptops, Desktops, Printers, Networking hardware including switches, routers and access points, mobile phones, tablet devices, UPS and Comms Room Air Conditioning
• Ensure that changes are made in accordance to change management guidelines and policies.
• Providing support to projects as required to support the deployment of new technologies.