At a Glance
- Tasks: Lead a dynamic service desk team while providing top-notch technical support.
- Company: Join ECS Computers, a forward-thinking managed service provider.
- Benefits: Competitive salary, company pension, and opportunities for professional growth.
- Other info: Collaborative environment with excellent career advancement potential.
- Why this job: Make a real difference in users' lives while developing your IT skills.
- Qualifications: Experience in cloud services, team leadership, and strong problem-solving abilities.
The predicted salary is between 36900 - 45100 £ per year.
Are you an enthusiastic, self-starter looking for a new challenge?
Do you want to join a team of motivated IT engineers who are dedicated to making people’s lives easier?
If you’ve answered yes to both questions, then we’d like to hear from you!
We’re looking for a Tier 3 Engineer who is committed to developing their IT skills and would like to take on an increasing level of responsibility of the day to day running of a busy service desk.
You’ll work as part of a growing team that focuses on making users life’s easier through simple advice and excellent service and be tasked with making sure SLAs are met and tickets are completed efficiently.
As the Service Desk Team Lead, you'll be expected to lead by example, creating a positive, accountable and customer-focused culture within the service desk.
This is a hands-on leadership role where you'll spend the majority of your time providing technical support while also supporting the day-to-day running of the team.
You'll mentor and coach engineers, helping them develop their technical knowledge, confidence and customer service skills through regular feedback and knowledge sharing.
You'll assist with workload planning, ensure tickets are progressing in line with our service standards, identify opportunities to improve processes and help maintain high levels of customer satisfaction.
Working closely with management, you'll help monitor team performance, contribute to continual service improvement initiatives, and support recruitment, onboarding and performance management where required.
Most importantly, you'll foster a collaborative environment where engineers feel supported, standards remain high, and customers receive a consistently excellent service.
ECS Computers are a managed service provider that supply local businesses (both SME & Corporate) with a range of IT support and services.
- Job Requirements
- Technical experience in deployment and administration of Cloud services such as Azure Iaa S, Entra ID, Share Point and Microsoft 365.
- Technical experience in deployment and administration of Virtualization services as related to VMWare and Hyper-V.
- Technical experience in Windows Server and Desktop infrastructure, Active Directory services, Networking, VLAN configuration and troubleshooting.
- Team leadership, shift lead or duty manager experience in an IT department or MSP – with ticket dispatch and scheduling work.
- Technical experience in email messaging with focus on Exchange, 365, and migration to 365.
- Technical experience in Microsoft 365 such as Entra ID, Exchange, Intune, Share Point.
- Technical experience in Server Applications such MSSQL
- Experience in installing and troubleshooting Vo IP communications.
- Remote & On-site Device and Networking Support (Windows and Mac).
- Strong problem-solving and teamwork skills.
- Ability to manage projects – delegating tasks and communicating with customers.
- Experience in using RMM systems.
- Technical experience in maintaining and installation of UTM firewalls and other security systems. Watch Guard experience preferred.
- ITIL experience would be preferred but not essential.
- Rotational weekend and weekday on-call work required – this is scheduled in advance.
- Project implementation including Server, Cloud and Cyber Security
Main Duties
- Maintenance tasks for infrastructure systems such as backups, patch management and monitoring.
- On-site support for servers, networking and end user devices.
- Installation and maintenance tasks of new equipment such as servers, networking equipment and desktops.
- Planning and installation of cloud systems such as 365, Azure and other cloud-based systems.
- Managing and resolving site outages and keeping key stakeholders notified of processes and changes during the event.
- Disaster recovery.
- VMWare & Hyper-V installation and support.
- Ensuring documentation is well noted and maintained.
- Patch management.
- Covering and supporting Tier 2 engineers with knowledge and training and customer support.
- Experience with Watchguard products, Halo and Nable N-Central are a big plus!
- Must be driven, keen and willing to learn
- Company pension
Ability to commute/relocate
- King's Lynn PE30 5HA: reliably commute or plan to relocate before starting work (required)
- #J-18808-Ljbffr
Third Line Service Desk Engineer – Service Desk Team Lead employer: ECS Computers Ltd
ECS Computers is an exceptional employer that fosters a collaborative and supportive work environment, making it an ideal place for IT professionals looking to grow their careers. As a Third Line Service Desk Engineer and Team Lead, you'll not only enhance your technical skills but also have the opportunity to mentor others, ensuring a culture of continuous improvement and high customer satisfaction. Located in King's Lynn, you will enjoy a competitive salary, a company pension, and the chance to work with a motivated team dedicated to making a positive impact on local businesses.
StudySmarter Expert Advice🤫
We think this is how you could land Third Line Service Desk Engineer – Service Desk Team Lead
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what ECS Computers Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges ECS Computers Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at ECS Computers Ltd!
✨Direct Apply to ECS Computers Ltd
Let's not forget to apply directly through the ECS Computers Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Third Line Service Desk Engineer – Service Desk Team Lead
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at ECS Computers Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at ECS Computers Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at ECS Computers Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
