Technical Service and Support Lead

Dolby Medical Home Respiratory Care Ltd; Crawley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A healthcare company is seeking a Technical Service & Support Lead based in Crawley. The role entails leading an IT support team, providing 1st to 3rd level support for various hardware and software, and ensuring quality service delivery. A starting salary of £40,000 is offered, alongside comprehensive benefits such as 33 days of holiday, training programs, and a pension scheme. Candidates should possess solid IT support experience, effective communication skills, and knowledge of networking and server configurations.

Benefits

33 days holiday

Training and development programs

Matched contribution pension scheme

Enhanced maternity and paternity leave

Yearly bonus scheme

Qualifications

• Experienced IT professional with 2nd and 3rd line support experience.
• Strong communication skills and team leadership abilities.
• Good understanding of networking and server configurations.

Responsibilities

• Deliver 1st, 2nd, and 3rd Level support for various devices.
• Lead the IT Helpdesk team ensuring best practices.
• Assign and track service desk tickets according to SLAs.
• Provide IT resources and users with effective access.
• Install and maintain end-user hardware and software.
• Manage incidents and act as escalation point.
• Assist in delivering new systems and ongoing support.

Skills

Excellent communication skills

2nd and 3rd line support experience

Team management and motivation

Systematic approach to IT issues

Understanding of networking

Windows 10 and Microsoft Office 365 knowledge

Experience with server configurations

Knowledge of Active Directory

Client imaging tools experience

Job description

We value our people & develop their skills for a better future

Vivisol UK are looking for an Technical Service & Support Lead to join a dynamic efficient team to deliver specialist knowledge and support as part of our IT support & service team, including desktop applications, telephony, cloud solutions, Google Suite, Microsoft technologies and various hardware platforms including network devices.

We offer a generous package including; 33 days holiday (including BH), excellent training and development programs, matched contribution pension scheme to capped percentages per position level, enhanced maternity and paternity leave, yearly bonus scheme, as well as a starting salary of £40,000 dependant on experience.

Location: Crawley (4 days a week in the office)

Hours: 37.5-hour week - Monday to Friday 9am to 5pm

The successful candidate may need to be flexible to work weekends if required

Primary Duties & Areas of Responsibility:

• Delivering 1st, 2nd and 3rd Level support, PCs, Printers, Phones, Mobiles, Tablets, Laptops, software, Apps
• To lead the IT Helpdesk team by providing first class service support in accordance with best practice as detailed in ITIL, ISO 27001 and IG SoC
• To evaluate and assign service desk tickets to the appropriate engineer, tracking and reporting on incidents and service requests raised. Ensure all tickets are progressed and resolved in accordance with SLA’s.
• To be available out of hours in event of emergency, business continuity / DR events
• To provide users with current and effective IT resources and facilitate access to the appropriate information systems.
• To provide expertise relating to desktop hardware, applications and operating systems, investigating and resolving queries
• To install, customise, configure and maintain IT end user hardware and software
• Issue equipment and maintain inventories
• To assist in the procurement and commissioning of IT hardware and software
• To liaise with 3rd party IT support, phone support and internal users to ensure quality of service and minimise user downtime
• To act as point of escalation for various IT issues, providing both on site and remote support
• To act as Incident manager or incident handler during IT incidents
• To assist in the delivery of new systems as part of a project team and be responsible for managing release to production, providing ongoing support
• Ensure that the service desk is appropriately staffed to support business needs
• Proactively look to enhance and improve the service desk's processes and procedures to ensure that the business receives quality IT support

Experience

• You are an experienced IT professional with excellent communication skills
• You have provided extensive 2nd and 3rd line support (essential)
• You can manage and motivate a team to get the best out the different disciplines available
• Demonstrates a systematic approach and ability to identify, address and resolve IT issues
• Good understanding of networking within a multi branch setup with central data centres
• In depth knowledge of Windows 10, Microsoft Office 365. Familiarity with iOS & Android
• Experience with various server configurations; Domain, File, Exchange, SQL servers.
• In depth knowledge of the Windows Active Directory domain architecture and its interaction with the desktop environment.
• Good experience and understanding of building clients with modern imaging tools.

Contact info

Registered Office Address:

Dolby Medical Home
Respiratory Care Ltd
North Suite, Lomond Court,
Castle Business Park, Stirling,
FK9 4TU

Vivisol UK
Palladian, Manor Court,
Manor Royal,
Crawley,
RH10 9PY