Technical Support Lead

Recruiter
Advanced
Location
Birmingham
Salary
Competitive
Posted
19 Apr 2019
Closes
16 May 2019
Job Type
Entry
Contract Type
Permanent

The Technical Support Lead
will be responsible for the installation, maintenance and management of the
operating environment of OneAdvanced clients, covering both the hardware and
the software. Working closely the Service Delivery Manager (SDM) and Account
Manager (AM), the Technical Support will responsible for ensuring the
suitability of the infrastructure design at all times, and the timely and
accurate technical delivery of the environments, as well as collaborative
engagement with our client. The environment is comprised of Intel-based
hardware with Microsoft Windows based OS and infrastructure technologies, and
Cisco network equipment.

What you will be doing

  • Establish
    and maintain a role as Technical Support to customers and colleagues.
  • In
    conjunction with SDM and Technical Leads identify Problems and manage and
    monitor them through to resolution. Issuing regular updates and conducting
    regular review meetings.
  • Research
    high-level solutions for the customer and lead technical discussions.
  • Conduct
    regular reviews of customer process documentation and run books.
  • Assist in
    the Change Advisory Board being the Company's representative and feeding back
    on any outcome of changes raised and implemented.
  • Assist in
    the review of Major Incident Reports and Root Cause Analysis reports commenting
    as required and monitoring completion of actions to prevent recurrence
  • Lead or
    assist other resources on client technical architecture strategy and technology
    roadmap. To review all technical developments with a keen eye on customer
    satisfaction.
  • Configuring
    Assets for end user needs.
  • Updating and
    reviewing the Asset register to ensure that it is a true reflection of the
    Asset Infrastructure
  • Installation
    of Hardware, operating systems and supporting software.
  • Understanding
    of Network technologies and troubleshooting.
  • Understanding
    of SAN technologies and troubleshooting.
  • Be involved
    in DR planned tests and run with the project alongside other client service
    teams
  • Updating and
    creating support documents for Advanced resolver support from SD/DSE/CSTS
  • To log,
    manage and maintain all tickets relating to Onsite support within Remedy.
  • May be
    required to work flexible hours to support - customer/contractual requirements.

What you will be good at

The
ideal candidate will bring with them/be:

  • Diligent
  • Conscientious
  • Attention to detail
  • Self-motivated
  • Technically Minded
  • Attention to detail

What we would like you to have

  • RedHat Enterprise
    Linux.
  • Windows Server
    2008/2012 R2/ 2016.
  • VMware 4.5, 5, 5.5
    & 6 system administration.
  • Data Centre awareness
  • Knowledge of Cloud
    technologies (AWS, Azure & private, Office365)
  • General LAN\WAN
    administration
  • Ability to provide
    input into bid, project and technical documentation
  • Ability to deal with
    sensitive customer issues
  • Working knowledge of
    Incident/Problem/Change Management frameworks such as ITIL.
  • Experience and
    knowledge of change management principles, methodologies and tools.
  • Experience and
    knowledge in Project Management principles, methodologies and tools.
  • Exceptional
    communication skills - both written and verbal.
  • Excellent active
    listening skills.
  • Ability to clearly
    articulate messages to a variety of audiences.
  • Ability to establish
    and maintain strong relationships.
  • Ability to influence
    others and move toward a common vision or goal.
  • Flexible and
    adaptable; able to work in ambiguous situations
  • Experience of any
    Microsoft technologies an advantage (Hyper-V and DPM backup)

Reimagine your Future by Joining the
Advanced Team

We hire for potential, and develop at
pace.

Our entry-level hiring strategy is
all about identifying potential. At Advanced, we don't believe in CVs. We
passionately believe that your individual personality and core strengths are what
can make you right for us. We assess you for behavioural fit and not for past
experiences. We want you to learn, to discover, to experiment, to make a
difference.

With a GBP250m turnover, 16,000
customers and 2,200 employees we pride ourselves on delivering focused software
solutions for the public sector, enterprise commercial and health & care
organisations that simplify complex business challenges and deliver immediate
value.

Some of our Key Benefits from day oneare:

  • Generous Annual Leave - 25 days annual leave
    plus localised public holidays, with the ability to buy additional days
  • Stunning office locations across 5 key hubs
  • Charity Fundraising - Proud to be a Patron of
    The Prince's Trust
  • Dedicated talent development team to help your
    Advanced career progress
  • Top Achievers Club - our internal award scheme
    recognising excellence in our Advanced colleagues
  • Pension Scheme (up to 5% matched contribution)
  • Life insurance x 4 times salary
  • Income protection insurance
  • Childcare voucher (salary sacrifice)
  • Cycle to work scheme (salary sacrifice)
  • Employee assistance programme

Why should you apply? Advanced are
different - we hire for potential and develop at pace so if
you can reimagine your future in a vibrant growing company we would like to
hear from you. We are an equal opportunity employer, committed to removing bias
from the hiring process.

If your application is successful,
you will initially be required to take an online assessment, undertake a
telephone interview with the HR team and attend a final interview/ Assessment
Centre. Do not hesitate, apply now and a member of our in-house talent
acquisition team will be in touch!