3rd Line Helpdesk Team Leader up to 40k, Brighouse, West Yorkshire Hybrid 4 days in the office 1 at homeNormal working hours are 7.5 per day between 8am – 5.30pm24/7 on call, 1 in 4 and £35025 days holiday plus bank holidays – increases with serviceLife AssurancePensionSimply HealthPerkboxThe clientWe are working with a specialist IT MSP, they specialise in delivering IT Support Services to Law Firms across the UK. Main purpose of the jobTroubleshoot and resolve complicated technical issues that have been escalated to from 1st and 2nd Line Engineers, while providing excellent customer service to clients throughout.Key Tasks and ResponsibilitiesResponsible for troubleshooting any technical issues that have been escalated through the helpdesk.Act as troubleshooting lead for high level technical issues, high priority tickets and MSO’sVisit client’s sites as and when requiredManage own time effectively and ensure all time spent on client jobs is loggedAbility to report at all levels in the chain of commandSee Technical Escalations through from beginning to endEscalating tickets that need 3rd line resource into 3rd line queue and resolvingEscalating tickets to Ops team in good time where required to ensure satisfactory resolutionMaintaining the 3rd line and escalations queue to resolve issues as quickly as possibleLogging troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completedCommunicate accurately and within good time both internally and externallyFlag areas of risk / improvement within the firm if identifiedTrain other members of the team in all things technicalProvide out of hours technical support to clients (typically 1 in 3 weekends) Personal and Team ResponsibilitiesExcellent time management and communication skillsFollow the helpdesk process and set an example for other employeesBe approachable – ensure employees feel comfortable to ask for assistanceYou should always be thinking long term fixes and not short term.Excellent troubleshooting and triage skills.Technical ExperienceMust have:Hands-on experience with Virtualization technologies including the setup and maintenance of Windows VMs (VMWare, Hyper-V)Cloud technologies and concepts (1. RDS 2. Azure 3. Citrix)Expert, hands-on networking experience in configuring and maintaining routers, firewalls, and switchesDesktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)Administration and setup of Windows Server 2012/2016/2019/2022Wifi SolutionsExchange and 365 tenant administrationDesirable:Hands on experience of storage technologies (SAN)Printer setup and administrationVOIP TechnologiesAutomation – PowerShell or otherAzure and Intune configuration and administration