Senior Technical Manager
Posted 5 hours 58 minutes ago by IT Answers LLC.
Location: Liverpool, UK
Job Type: Full Time
ABOUT US
We are a young, dynamic and rapidly growing outsourced IT and cloud services provider based in Liverpool with nationwide clients and working with the latest technologies to bring some of the most innovative products to our customers throughout the UK. Due to continued success and growth we are on the lookout for a talented IT Team Leader to join our organization. We already have an experienced and innovative team and we are looking to add a passionate and committed engineer to work with new and existing clients.
SUMMARY
This is a role that requires flexibility and the ability to work well under pressure. The successful candidate will have the aptitude to grow and shape the role, as the business grows, and you will have a strong technical background. You will primarily focus on managing our support desk team and assisting clients with 3rd line issues although some onsite visit will be required as part of this role. Great communication skills are a must along with a real passion for high-levels of customer service.
ABOUT YOU
Ideally you will be an enthusiastic IT engineer with a strong technical background with experience as a 2nd line and 3rd line engineer , experience of a busy helpdesk and a passion for technology and the cloud. You will be comfortable working with Microsoft Server systems including Active Directory, Exchange, SQL Server and possess a thorough understanding of TCP/IP and networking technologies such as DNS and DHCP. Experience of both Mac OS and Linux is also something you possess and you are able come up with innovative ideas and intelligent solutions to complex problems.
THE ROLE
This is a role that requires flexibility and the ability to work well under pressure. The successful candidate will have the aptitude to grow and shape the role, as the business grows, and you will have a strong technical background. You will primarily focus on managing our support desk team and assisting clients with 3rd line issues although some onsite visit will be required as part of this role. Great communication skills are a must along with a real passion for high-levels of customer service.
ROLE REQUIREMENTS
Proven experience as a 2nd line engineer.
. In depth knowledge of VOIP systems (we use an asterisk based platform)
. Advanced Networking knowledge, we use Mikrotik and UISP equipment.
. Proven experience with a WISP network. We use USIP equipment
. Advanced understanding of Azure Virtual Desktop (hostpool configuration etc)
. In depth knowledge of Windows Server 2016, 2019 and Windows 10 & 11
Experience with Microsoft Remote Desktop Services
Thorough understanding of Microsoft Exchange and SMTP communication
Understanding of firewalls and technologies such as NAT, IP filtering and routing
Promote effective and efficient resolution of IT issues for the entire customer base.
A problem-solving mindset and approach
5 years of experience in a relevant technical role
Ability to work alone and as part of a team.
Key responsibilities will include:
Supporting the existing UK & USA based clients
Implementing new solutions for new clients
. Escalation route for 1st line support engineers
EDUCATION QUALIFICATION
• Minimum of 5 years' experience
• Professional manner with excellent communication skills
• Fluent English
• Able to work under pressure, and to listen and interpret customer needs accurately in a positive attitude
• Able to plan own time effectively
• Able to work in UK operating hours including providing out of hours cover for the UK
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