Lead 1st Line Engineer

• Lead 1st Line Engineer
• Up to £40,000
• Eastleigh HQ

Provide exemplary first line IT technical support to our internal colleagues whilst demonstrating excellent customer service. Additionally, the role holder will be responsible for all 1st line analysts operating in the Region and therefore the ability to manage and inspire your team to deliver exemplary 1st line support services is key.

While the service offer is consistent across all our geographies, presence and accessibility are key. Understanding the challenges and opportunities that our colleagues experience will allow us to bespoke our approach to delivering technical support.

Whilst not limited to this, the type of technical activities to be undertaken could be anything from assisting with the installation, monitoring, maintenance, support, security, integrity and optimisation of IT hardware, software, and communication systems within agreed service levels.

Key duties and responsibilities

• Encompass line manager responsibilities for a group of 1st line support analysts based in the South region. The role holder will therefore be expected to manage, inspire and develop a group of individuals to successfully deliver high quality regional 1st line support services, ensuring quality customer experience is maintained.
• Key to the delivery of support is the troubleshooting and resolution of 1st line technical issues, hardware and application support queries and requests. Only escalating to senior members of the Service Desk and third parties when a thorough triage and recreation of the issue has been undertaken. This role acts as a gatekeeper to ensure only necessary escalations occur and encouraging an "always learning" approach to minimise unnecessary delays to ticket resolution.
• A proactive, not only reactive service that seeks to minimise the impact of technical issues by stopping them before they occur.
• Independently curious, evolving skills to respond to the ever-changing challenges associated with a rapidly changing IT offer. This means taking responsibility to understand the technology offer, how to support and ensuring the colleague experience is seamless.
• Thorough understanding of the elements of technology delivered across the organisation. Including (but not limited to) the preparation of endpoints, their lifecycle support and subsequent decommissioning (agnostic of technology type).
• Incumbents of this role will be required to travel within the local geography to support specific issues and field-based colleagues.
• Critically the role holder will have empathy and patience, considering the user experience in every interaction.
• Carry out additional duties commensurate to the role.

Knowledge, skills and experience required

• Substantive experience in a 1st Line support.
• Experience or enthusiasm and desire to manage a group of talented individuals.
• Proactive approach to minimising failure demand in service, learning from tickets and demonstrably reducing repeat issues.

• Effective troubleshooting skills with the ability to diagnose and resolve hardware and software issues or recreating to enable appropriate escalation.
• Experience of Operating Systems, basic networking, software installation and configuration, remote support skills and IT administrative tasks.
• Proactive nature and the ability to act upon initiative and effectively manage the workload with the ability to prioritise and work under pressure and to tight deadlines with a keen eye for detail.
• Highly effective interpersonal skills: flexible and committed, enthusiastic, takes ownership, promotes sharing of ideas and supports team members with their duties as required.
• Possess initiative, excellent organisational and communication skills with the ability to work independently. Self-motivated and enthusiastic with a solution focused, positive 'can do, will do' attitude, putting the customer at the heart of every interaction.
• Always curious with a willingness to learn and adapt to new technologies and processes.

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.