2Nd Line It Engineer & Team Lead

We have an exciting opportunity for a 2nd Line IT Engineer & Team Lead to work for our reputable client based in the Hayes area.

MFK Recruitment has successfully recruited 33 candidates for this client within the past 5 years, 25 are still with the company too! They retain their staff due to the excellent culture and progression opportunities.

As the 2nd Line IT Engineer & Team Lead, you will be leading one other IT Technician, you will be hands-on while leading a small team.

If you are looking for a role where you can learn new technologies and utilise your current skills, then this is certainly the role for you! This 2nd Line IT Engineer & Team Lead role comes with genuine progression, my client is extremely interested in candidates who are looking to learn and progress.

This is an On-Site role working for our client within the Education sector. The successful candidate will need to have a vehicle as they will be traveling to 3 different Education sites, all within a few miles of each other.

2nd Line IT Engineer & Team Lead- primary responsibilities:

• Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first-time fix
• Incident and problem management - taking over from 1st line engineers where escalation is required
• Provide exceptional service support to internal and external customers
• Provide solutions/workarounds to incidents and problems highlighting and escalating concerns over delivery to agreed customer SLA’s
• Responsible for achieving agreed service levels at both team and individual level
• Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels
• Responsible for direct management of a team of engineers including; identification of skills gaps, creation of skills matrices, development and implementation of training programme at both individual and team level, tangible reporting to show a service improvement link between programme and individual performance
• Responsible for performance management of a team, regular score check-ins, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations

Technical experience required: (not all essential)

• Windows Server
• Office 365
• Basic Networking
• Active Directory
• Firewalls
• Switches
• Cloud and Virtualization (if you do not have these experiences, then as long as you’re keen to learn!)

Some highlights of working with my client:

• Personalised training platform
• Skills assessment and personalised progression plans
• Microsoft Gold Partner and Google Partner
• Microsoft and Google training courses, accreditations, and exams
• One-to-One training
• Company healthcare available
• Monthly performance-related incentives - including additional holiday days and vouchers
• Social & Team building activities