Infrastructure Technical Lead
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Job Type | Permanent |
Location | Solihull |
Area | West Midlands, UK |
Sector | Infrastructure & Cloud |
Salary | £45000 - £48000 per annum |
Currency | GBP |
Start Date | ASAP |
Job Ref | ITL |
Job Views | 12 |
- Description
Infrastructure Technical Lead
I am currently seeking an Infrastructure Technical Lead to work for a leading IT company in Solihull. company. My client has a fantastic reputation for staff development and they're currently investing heavily in their Infrastructure and Cloud division.
Infrastructure Technical Lead
Purpose of Role:
As an Infrastructure Lead, you will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.
This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.
Job Requirements:
In this role, you will be required to- Act as a Senior Technical analyst within the team providing highly-technical oversight for the team, both on troubleshooting and technical recommendations. Bringing a wealth of experience and exposure to a wide range of technologies you will be expected to mentor and assist your team on all technical escalations.
- Lead a team of Infrastructure Analysts and maximise the use of in-house systems to provide a highly customer focused and professional Service Desk function, ensuring all line management responsibilities are completed including Monthly 1-2-1s
- Act as a Technical Escalation point for all Infrastructure based Incidents, Requests, Problems and Events and also receive escalations from the EUC Lead escalate effectively to achieve the highest level of customer service.
- Work in conjunction with the Technical Services Lead to ensure customers environments are documented, maintained and supported to meet the contractual level as a minimum.
- Identify any inefficiencies across the processes and highlight to the SOM any potential improvements to Systems and Processes.
- Communicate fully and effectively with customers throughout the case lifecycle, ensuring that at all times the customer is fully aware of the status of their Incident or Service request.
- Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
Technical Experience:
Several years of experience in troubleshooting relevant, common technologies such as:- Microsoft Windows including Active Directory, Group Policy.
- Virtualisation (e.g. VMware, MS Hyper-V)
- Enterprise Storage (e.g. NetApp, Dell EqualLogic)
- Microsoft O365 / Exchange.
- Networking (basic configuration of firewalls, routers and switches)
- Cloud Technologies e.g. Azure IaaS / PaaS