Field Services Team Leader
Gateshead

  • Salary: £28,000 - £32,000
  • Job ID: 165398
  • Category: IT

Job Purpose:

We’re looking for a field services team leader with previous experience in a technical support role or with an IT installs background.

The successful candidate should be a driven individual, that enjoys problem-solving and taking control of situations to drive home technical solutions whilst putting our customers’ needs first.

Some of the technologies the candidate would be expected to deal with include: Microsoft Windows Server and desktop OS, IP Phones, Printers, Desktop and server hardware. There would also be a strong need for a good base networking knowledge this would be mainly, but not limited to, Cisco.

Reports to:

Head of Support Services

Department:

Technical Support

Job Dimensions:

•Technically assist, diagnose and fix IT issues for the field services team.

•Improve and maintain additonals to a strict Service level agreements (SLA)

•Team management.

•Ensure jobs are carried out within the allocated install time

•Ensure customer satisfaction.

•Plan development of the team.

Working Arrangements

The position offered is based out of Aspire’s Gateshead Head Office. However, you will be required to travel to work at customer locations throughout the UK. Predominately in the North of England.

The working hours are normally Monday to Friday, 09:00-17:30 with 1hr for lunch, although extended hours may be required to meet customer requirements.

It is expected that the successful candidate will be able to accommodate changes to their working hours and also be available to work weekends & evenings as required.

Main Duties and Responsibilities:

A highly motivated and conscientious individual, your main areas of responsibility will include:

ØTeam Incident management

ØTeam SLA Management

ØSupport customers and provide a great level of customer service

ØProfitability

ØReporting

ØTeam management

Knowledge, Skills, and Experience Required:

A high level of technical skills is essential for this role, with a fundamental understanding of Networking, Microsoft products, and virtualisation.

ØAt least 3-year experience in IT

ØIntegration skills and working with different departments (Provisioning, First line, Escalations team, Team networks and Customer services)

ØGood understanding of general server, storage, and networking technologies

ØGood communication skills

ØGood documentation skills

ØCustomer focused

ØAble to work well as part of a team and individually

ØMaintain awareness of new and emerging technologies

ØDecision making - displays a willingness to make decisions; exhibit sound and accurate judgment and include appropriate people in the decision-making process

ØHighly motivated - Sets and achieves challenging goals

ØQuality management - ability to look for ways to improve and promote quality.

Qualifications Required:

Although no formal qualifications are essential for this role, the successful candidate should have relevant work-related experience, attained a good all-around standard of education and have a good knowledge of current IT technologies.

Desirable Skills/Knowledge

ØWindows Desktop Exam (Windows 7+)

ØServer Exam 2008 R2+

ØMitel

ØStrong troubleshooting ability

ØNetworking fundamentals