IT Support Supervisor
Main daily duties include:
· Overseeing the daily helpdesk function via our ticketing system.
· Responsibility for supervising team members to ensure daily SLAs are met.
· Providing 2/3-line technical support for office-based staff and our site-based users.
· Providing support to Specialist systems (COINS, Causeway Estimating, MCS, Weighsoft, Command Alkon, AutoCAD, Leica).
· Respond to and log helpdesk enquiries in a timely manner and provide fixes for our desktop / laptop hardware and software applications.
· Adherence to IT Policy and SLA’s
· Escalating support calls both internally and to external suppliers, where required and managing this through to resolution.
· Assist with the provision of site setups, from design to production.
· Assist with the provision of mobile phones and associated accessories.
· Active directory account management (including starters/leavers).
· Morning operations (Checking Backups (Veeam) and IT systems).
· Managing projects as allocated by the IT Manager.
· Providing technical support to projects as needed.
· Server maintenance and administration (MS Windows 2012 and 2016) including updates.
· Ensuring the smooth operation of IT systems (Exchange 365, Manage Engine Service Desk Plus, Mimecast, Webroot, Websense).
· Providing support to all Network Infrastructure (SDWAN, HP Aruba Switches, Ubiquiti Wireless systems).
· Providing cover for the helpdesk, as and when required (out of shift, holidays, etc.).
· Maintain and improve departmental documentation.
Qualities and Capabilities:
* Believe in and uphold our company values.
* Experience of leading IT Support Technicians.
* Working knowledge of MS Office products including Access and SharePoint.
* Network knowledge and troubleshooting skills with LAN, WAN, VPN, TCP/IP, DNS
* Strong interpersonal skills and ability to build rapport.
* At least 5 years’ experience in an IT support / service function role.
* Educated to minimum of Level 3.
* Inquisitive mindset and willingness to ask questions and challenge current process in the pursuit of improvement.
* Full Driving Licence and own car.
* Right to Work in the UK