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IT Support Team Leader

Company Overview

Coactive ICT is a Managed service provider of computer and telecom services to small and medium sized businesses. We are committed to providing outstanding service to our customers using corporate grade systems and specialist support software.

We are based near Holmes Chapel in the heart of Cheshire where we cover Cheshire, Wirral, North Wales, South Manchester and Staffordshire, although we do have customers further afield. We have a modern support desk team at our central location near Holmes Chapel.

We are looking for a Support Desk Team Leader to be based at our office as part of our support desk team who will also be expected to travel to customer sites for onsite work and projects when required.

Job Description

The role mainly consists of:

• Dealing with customer support requests and logging support tickets


• Responding to customer alerts produced by our monitoring system


• Providing 1 and 2ndline support over the phone to our customers


• Onsite customer visits to resolve problems or assess requirements as required


• Actively promoting and selling service contracts, system upgrades and other services when in customer’s interest to do so


• Working as part of a dynamic growing team


• Managing the helpdesk to make sure tickets are updated and run daily ticket reviews.

You will be responsible for:

• Reporting to the Technical Director


• Managing support tickets for the engineers and overseeing them in a Team Leader role


• Constant customer dialogue and interaction by phone


• Continuing to move all outstanding issues/tasks along to completion in a timely manner


• Meeting promises and commitments – or renegotiating in advance if circumstances dictate


• Repairing, tracking and returning faulty computer equipment


• Unpacking, assembling and testing new systems


• Ensuring that all equipment is cleaned before being returned to customer


• Managing electronic support tickets and logging of activities in the database


• Provide customers with realistic timescales for completion of work


• Investigate faults and provide a brief fault report to the customer before undertaking repairs


• Providing technical and system usage advice to customers


• Perform other general administrative tasks


• Seek help, advice and information freely and urgently when needed

You will be experienced in the following technical aspects:

• Technical knowledge of SME technologies, including:


• PC hardware fault finding and repair


• Microsoft Office 365 Technologies - SharePoint/OneDrive/Exchange


• Microsoft Azure


• General PC and laptop troubleshooting


• Hardware and software experience together with experience of peripherals and accessories. Particularly in relation to fault diagnosis


• Upgrading hardware


• Cloning drives, copying and backing-up data


• Installation, configuration and maintenance of Microsoft Windows 10 & 11


• Microsoft Office –2016, 2019 and Office 365 Apps


• Network Fundamentals (TCP/IP, DHCP, DNS, VPN, Routing)


• Wireless networking – maintenance and fault analysis/resolution


• ADSL/FTTC/FTTP/Leased Line/4G & 5G Broadband


• TCP/IP / Routers / VPN / Firewalls


• VoIP Phone technology


• Broadband Technologies


• Wi-Fi Systems


• Microsoft Windows Server 2016 and later


• Active Directory


• Apple Mac (desirable but not essential)


• 3 Years’ Experience in an IT Support Role

Attributes:

You will need to be:

• A natural analytical and problem-solving person and able to learn on the fly


• A confident communicator (including listening ability) and have a good telephone manner


• Self-motivated


• Keen to help and assist others


• Willing to learn


• Ambitious and hard working


• Well presented, outgoing and friendly


• Enthusiastic about technology and its use


• Someone with both academic and work experience in a computing discipline, qualified to at least GCSE or NVQ level 2. It would be a distinct advantage if you hold an A-level in computing or higher and hold either a CompTIA or Microsoft Certified Professional qualification.


• MS-102 or equivalent


• Microsoft Certified Professional or equivalent


• Able to show evidence of self-development/self-learning


• Keen to better yourself through constant learning and questioning


• Someone who has a sense of urgency – committed to delivering results


• In good health and holding a full, clean driving license with own vehicle

In addition to the above all staff are required to:

• Adhere to all Coactive ICT policies and procedures, including Equal Opportunities and Health and Safety.


• Present themselves in a professional and smart manner at all times


• Respect confidentiality: all confidential information should be kept in confidence and not released to unauthorised persons.


• Undertake appropriate training and development as required.


• Participate in Coactive ICT Performance Review and Development Scheme.


• To undertake any other duties as required by the Directors of Coactive ICT

Package:

Free Car Parking, company pension, private healthcare and mental health support.

Company Induction and Training

Salary will be dependent on experience - £30,000 per annum plus performance related bonuses

Holidays will be 20 days per annum plus Bank Holidays/Public Holidays (although Bank Holidays may have to be taken on alternative days)

Core hours may vary between the hours of 8.30am-5.30pm Monday to Friday, with 1 hour for lunch, although the nature of the business means that flexibility is required around this including occasional weekend work.

Job Type: Full-time

Salary: £30,000.00 per year

Benefits:

• Company events


• Company pension


• On-site parking


• Private medical insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Holmes Chapel, CW4 8GE: reliably commute or plan to relocate before starting work (required)

Work Location: In person