3rd Line Team Leader

You are required to provide reactive and pro-active technical support services and incident management for the following types of work:

• Monitoring and maintaining systems and networks
• Installation and configuration of systems
• Diagnosing faults on both hardware and software
• Solving technical and application issues by phone, email or in person
• Walking clients through troubleshooting steps
• Re-fitting and/or replacing of client hardware
• Supporting updates and/or roll-outs for client applications (training of users as needed)
• Working to SLA’s
• Prioritising and managing multiple open tickets
• Establishing good working relationships with clients

You will also;

• Take details of any problem or service requirement from clients even if they fall outside of your remit – then escalate these appropriately to the relevant team
• Take ownership of tickets as appropriate and continue to own the task until completed even if elements of the work are delegated to others
• At times, be required to work out of the Office, at Client sites or our Core site. This will require travel possible overnight stays and has potential for working out of office hours
• Check for work-related emails, messages and calls from colleagues or clients out of regular office hours (evenings and weekends), especially following any significant project or support activity, to ensure client requirements are met and colleagues are supported

In addition you will have the following higher-level responsibilities:

• Testing and evaluating any new tech/applications/processes
• Training of new employees
• Being an escalation point for your 2nd and 3rd Line colleagues
• Problem ticket management conduct root cause analysis
• Project Work
• Ticket queue management, prioritising and allocating work as necessary
• Maintenance of technical documentation
• Keeping yourself informed of all on-going projects and multi user impacting issues

Finally you will have the following 3rd Line Team Leader responsibilities:

• Monitor workloads & encourage your team to ensure and client SLAs are met
• Help your team members to organise their own workflow by sharing best practice and ensure team members and colleagues understand their duties and tasks
• Set clear goals for delegated work in line with business requirements, in ways that comply with Orca’s plans and vision
• Proactively manage the availability of your team for dealing with incoming work (via phones and triage), encourage your team to prioritise work to meet client expectations
• Identify opportunities for development and progression, both as a team and for individual member
• On-board new team members with a focus on consistency and best-practice

If you’re interested in this opening please forward your CV to recruitment@orca.co.uk