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- Tasks: Lead our support desk team and tackle 3rd line issues while ensuring top-notch customer service.
- Company: Join a dynamic IT and cloud services provider in Liverpool, working with cutting-edge technologies.
- Benefits: Enjoy a full-time role with opportunities for growth and innovation in a supportive environment.
- Why this job: Be part of a passionate team, solve complex problems, and make a real impact on client success.
- Qualifications: 5+ years in IT, strong technical skills, and experience with Microsoft Server systems and networking.
- Other info: Flexibility and great communication skills are essential; some onsite visits required.
The predicted salary is between 48000 - 72000 £ per year.
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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Senior Technical Manager employer: IT Answers LLC.
Contact Detail:
IT Answers LLC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Manager
✨Tip Number 1
Make sure to highlight your experience with 2nd and 3rd line support roles in your conversations. This will show that you have the relevant background and can handle the responsibilities of managing a support desk team.
✨Tip Number 2
Demonstrate your problem-solving skills during interviews by discussing specific challenges you've faced in previous roles and how you overcame them. This will showcase your ability to think critically under pressure.
✨Tip Number 3
Familiarize yourself with the technologies mentioned in the job description, such as VOIP systems and Azure Virtual Desktop. Being able to discuss these topics knowledgeably will impress the hiring team.
✨Tip Number 4
Emphasize your communication skills and customer service passion. Prepare examples of how you've successfully managed client relationships or resolved issues, as this is crucial for the role.
We think you need these skills to ace Senior Technical Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a 2nd and 3rd line engineer. Emphasize your technical skills, especially with Microsoft Server systems, networking technologies, and any relevant cloud experience.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully managed support teams or resolved complex IT issues in the past.
Highlight Relevant Experience: In your application, clearly outline your experience with VOIP systems, Azure Virtual Desktop, and any other technologies mentioned in the job description. Use bullet points for clarity.
Showcase Communication Skills: Since great communication skills are essential for this role, provide examples in your application of how you've effectively communicated with clients or team members to resolve issues or implement solutions.
How to prepare for a job interview at IT Answers LLC.
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with Microsoft Server systems, Active Directory, and networking technologies like TCP/IP, DNS, and DHCP. Highlight specific projects or challenges you've faced and how you resolved them.
✨Demonstrate Leadership Skills
Since the role involves managing a support desk team, share examples of how you've successfully led teams in the past. Discuss your approach to mentoring junior engineers and promoting effective communication within the team.
✨Emphasize Customer Service Passion
The company values high levels of customer service, so be ready to explain how you've gone above and beyond for clients in previous roles. Share specific instances where your problem-solving skills made a significant impact on customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle pressure and complex IT issues. Practice articulating your thought process in resolving hypothetical scenarios, especially those related to 3rd line support and innovative solutions.
