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09 July 2019

Lead Technician – Technology – Gateshead

Location: North East England

Salary: £30000 - 350000 per annum

Sector: Technology (IT)

Job Type: Permanent

Job Reference: BMC/06/2705 HW

The Company

Our Gateshead based client is looking for a strong Lead IT technician to join and support their expanding IT team. You will mentor a Junior Technician and work alongside a Systems Administrator supporting a number of external clients and internal users.

Job Role

The responsibilities required in this role are:

  • To lead the IT Support desk
  • To lead a team of Service Desk, Second Line, Access Management & Request Fulfilment analysts in delivering a customer centric, resolution focused Service Desk service to demanding internal business users.
  • To lead a team of Service Desk, Second Line, Access Management & Request Fulfilment analysts in delivering a customer centric, resolution focused Service Desk service to demanding internal business users.
  • To lead a team of Service Desk, Second Line, Access Management & Request Fulfilment analysts in delivering a customer centric, resolution focused Service Desk service to demanding internal business users.
  • Supporting remote offices with network and IT equipment on site
  • Maintaining, updating and creating administration documentation
  • Using a helpdesk software to log calls with descriptions of issues, progress and solutions
  • Administration of all internal business software systems
  • Management of incoming emails and calls to the IT team
  • Invoice processing
  • Administration and support with IT assets and equipment including iPads and mobile phones
  • Password resets and user support
  • Liaising with 3rd party IT support providers
  • Issuing and follow up on IT policies
  • Administration of outgoing posts and couriers
  • Support on IT projects when required

The following skills are essential:

  • Strong customer service focus
  • Previous experience mentoring an IT helpdesk environment at 1st and 2nd line levels
  • Effective communicator with first class telephone and communication skills
  • Technical and problem-solving skills
  • Strong understanding and experience of IT systems and MS applications (Windows 10 and Office 2016 / 365 Environment)
  • Knowledge of Active Directory and Exchange
  • Windows Server
  • Problem solver with a “can-do” attitude
  • Great at time management and balancing multiple streams of work

Apply for this Role

  • Accepted file types: doc, docx, pdf.

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