Technical Lead in London

As a Technical Lead, you'll provide technical escalation for the relevant virtual team's technology focus, contributing to improving standards, service evolution, and knowledge enhancement of those within the team. This can include escalation tickets, change requests or projects depending on the requirements of any of our customers.

Salary & Benefits

The budgeted salary for this role is between 65,000 and 70,000 a year, depending on experience.

Hybrid working

We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Responsibilities

• Delivery of high-quality onsite and remote support on a range of technical incidents and problems across the customers estate.
• Take ownership of tickets escalated and/or complex tickets assigned to you and manage them through to resolution within SLA.
• Collaborate with internal and customer teams to maintain standards and functionality.
• Attend customer's UK based offices from time to time depending on service requirements.
• Contribute to client and internal Technical Design Architect discussions and table solutions where appropriate.
• Troubleshooting and maintaining a wide range of customer IT systems.
• Ability to handle Major Incidents.
• Vendor management where required.
• Clear timeous stakeholder engagement at all levels across both Advania and customer.
• End to end Change Management in compliance with customer change process.
• Initiate, update, approve and maintain knowledge articles.
• Involvement in problem management to identify root cause analysis.
• Comfortable to work with minimal supervision and with team members that are located remotely.
• Individual task queue management, ensuring that SLAs are met; time to respond and time to resolve.
• Accurate time booking against support and project tasks.
• Work closely with shared and customer teams to share knowledge, support, and mentor colleagues as part of a positive workplace.
• Utilise excellent customer service skills and ensure that customer is always kept up to date with progress.
• Security first approach to all customer activity and stay up to date and compliant with Advania security policies and practices.
• Report potential client facing risks as soon as possible.
• Previous experience with Malicious Incidents and the remediation steps that may be required.
• Mentoring and guiding junior team members on complex tickets.
• Participate in customer projects and new service onboarding where appropriate.

What Success Looks Like

• Maintain positive customer feedback around delivery and stakeholder engagement.
• Adherence to telephone etiquette and Advania as well as customer process requirements.
• Diligence in ticket management (daily client facing updates, correct status, escalation).
• Ticket quality score 95%.
• TTF & TTR score 95%. Close a minimum of 2 tasks per day.
• 100%-time capture.
• 80% work utilisation per day.

Qualifications & Experience

• Proven track record operating in Azure at an advanced level.
• Experience with Azure deployments using Infrastructure as Code (Terraform and Bicep).
• Excellent written and verbal communication and interpersonal skills.
• Use initiative and creativity to solve more challenging issues.
• Microsoft Certifications; AZ-104, AZ-204, AZ-300, AZ-301, AZ-305, AZ-400, AZ-500, AI-102 or SC-100.
• Experience and knowledge in several of the technologies detailed below:
• Azure Entra, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL Server Infrastructure.
• HP & Dell, Microsoft Server OS through to 2019, VMWare, and AD related aspects of Intune, server rebuilds.
• Azure ARC support.
• Backup technologies: VEAAM, Azure Backup, Backup Exec, MABS.
• Active Directory: DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS.

About Us:

We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you'll need any reasonable adjustments as part of the selection process by highlighting these on your application form. As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.