ICT & Infrastructure Team Lead
Location: Hemel Hempstead, UK
About Us
GenetiQ delivers perfect-fit software solutions that elevate the businesses of our customers. Powered by our customer-focused,collaborativeand innovative team ofemployees, our software is used by more than 2,500 businesses worldwide.
Continuously innovating since 1992, our open and trusting environment has created lasting relationships. GenetiQ'sfounders and many of our first team members are still a core part of the organisation. Our team drive our culture andsuccess,and our goal is to inspire, support and help them to develop – and enjoy – their careers.
GenetiQ was honoured in the Deloitte Fast 50 for the fourth year running in 2020. To stay future-focused, we are always looking for dynamic team players who are customer-focused and share our enthusiasm for technology. If this sounds like you, then come elevate your career at GenetiQ.
Scope of Role
As an ICT & Infrastructure Engineer Team Lead, you will combine hands-on ICT and infrastructure engineering responsibilities with the day-to-day coordination and support of the ICT & Infrastructure Engineering team.
You will continue to provide technical support to GenetiQ customers across systems, infrastructure, networking and cloud technologies, taking ownership of customer issues and working collaboratively to achieve effective resolutions.
Alongside your engineering responsibilities, you will act as a first point of support for ICT & Infrastructure Engineers, helping coordinate workloads, providing guidance on customer and technical issues, and promoting consistent support, documentation and engineering practices across the team.
The role focuses on supporting effective day-to-day team delivery while remaining actively involved in customer-facing technical work.
Responsibilities
- Provide hands-on technical support across hardware, software, networking, infrastructure and cloud environments, taking ownership of customer issues through to appropriate resolution.
- Coordinate day-to-day engineering workloads and priorities, helping ensure customer incidents, requests and planned work are progressed effectively and within agreed service levels.
- Act as a first point of support for ICT & Infrastructure Engineers on technical or customer issues, providing guidance and escalating complex or specialist matters where appropriate.
- Support the team in incident, problem and change management activities, ensuring appropriate processes, communication and documentation are followed.
- Provide day-to-day coaching, guidance and knowledge sharing to Engineers, supporting the development of technical capability and effective troubleshooting practices.
- Monitor open issues and customer priorities, helping identify delays, recurring problems or risks requiring further attention or escalation.
- Promote consistent technical standards, documentation and best practice across the team.
- Support effective communication between the ICT & Infrastructure team, Support, customers and third-part providers to progress technical requirements and issues.
- Contribute to infrastructure configuration, maintenance and change activities across Microsoft, networking, virtualisation and cloud environments.
- Support the onboarding of new Engineers, helping them develop knowledge of GenetiQ systems, processes, customers and technical environments.
Knowledge and Experience
- Strong experience in ICT, infrastructure engineering, technical support or a comparable customer-facing technical environment.
- Strong working knowledge of Microsoft Windows desktop and server environments, Microsoft 365, Active Directory, Group Policy and related technologies.
- Good practical knowledge of networking technologies including DNS, DHCP, VPNs, routers and firewalls.
- Experience supporting virtualisation technologies such as Hyper-V or VMware and cloud platforms such as Microsoft Azure.
- Experience troubleshooting hardware, software, networking and infrastructure issues within customer environments.
- Experience supporting incident, problem and change management activities.
- Experience providing technical guidance, coaching or day-to-day support to colleagues.
- Relevant qualification in Computer Science, Information Systems, IT, Networking or a related discipline would be advantageous.
- Experience supporting software hosted on AWS, including EC2, storage, VPC networking and troubleshooting connectivity and performance issues, would be advantageous.
- Knowledge of Docker-based container deployments to create environments for dev/support teams and containerization of environment would be advantageous
Information Security Responsibilities
As a GenetiQ employee, you play an important role in protecting the information entrusted to us by our customers, colleagues and business partners. Everyone is responsible for supporting our commitment to information security by following company policies and procedures and helping to safeguard the confidentiality, integrity and availability of information.
You will be expected to:
- Follow the company's Information Security Management System (ISMS), information security policies and procedures.
- Handle company, customer and personal information securely and in accordance with company policies and applicable data protection legislation.
- Use company systems, devices and information responsibly and report any actual or suspected information security incidents or vulnerabilities promptly.
- Complete all mandatory information security and data protection training.
- Contribute to maintaining a secure working environment whether working from the office, remotely or at customer sites.
Benefits and Culture
Our perfect fit ethos extends to ouremployees, ensuring that our roles, environment,benefitsand progression paths are geared toward their professional and personal development.
As noted,our teamdrive our culture. OuriSocialgroup organisesa number ofGenetiQ social events and activities throughout the year, such as summer BBQs, golf outings, charity hikes and more.
In addition to a competitive salary and a robust social calendar, we offera great rangeof benefits including:
- Healthcare:Your health and well-being matter to us. GenetiQ offers private healthcare to its employees.
- Flexibility:Our flexible working plan helpsour employeesto manage a better work-life balance.
- Pension Plan: GenetiQ contributesa% of anemployee'ssalary, helping themplan for the future.
- Exercise Reimbursement:Whetherit'sa gym or a golf club membership, we support the efforts ofour teamto keep active.
- Holidays: GenetiQ offers 25 days of paid leave, plus statutory bank holidays.
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ICT & Infrastructure Team Lead in Hemel Hempstead employer: GenetiQ
GenetiQ is an exceptional employer that prioritises employee growth and development, offering comprehensive training and support for our ERP & Business Software Support Specialists. Our collaborative work culture fosters innovation and problem-solving, ensuring that you can thrive in your role while making a meaningful impact on our customers' success. Located in a vibrant area, we provide unique advantages such as flexible working arrangements and a strong focus on work-life balance.
