2nd Line Team Lead | Hayes, London (Onsite)

Job Specification

Hello, we are inTEC

Our group, spanning the UK and Ireland, consists of over 200 technology and communications experts committed to helping organisations work smarter through technology.

We operate across multiple sites, specialising in IT Support, Cloud, Cyber Security, Professional Services, Communications, and Infrastructure, providing a comprehensive and independent technology consultancy service.

We aim to assist organisations in understanding and extracting genuine value from their technology systems and investments. By collaborating with renowned brands across various sectors, as well as numerous independent and state schools, we integrate design, processes, and technology to achieve organisational goals and deliver outstanding client experiences.

Our clients enjoy technology services that blend the expertise and scale of a large organisation with the personal touch and sentiment of a family-run business.

Discover more about Sweethaven Education.

Role Profile

Day-To-Day Responsibilities

• Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix
• Incident and problem management – taking over from 1st line engineers where escalation is required
• Provide exceptional service support to internal and external customers
• Provide solution(s)/work around(s) to incident and problems highlighting and escalating concerns over delivery to agreed customer SLAs
• Responsible for achieving agreed service levels at both team and individual level
• Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels
• Responsible for direct management of a 1st Line Engineer, including; identification of skills gaps, creation of skills matrices, development and implementation of training programme at both individual and team level, tangible reporting to show a service improvement link between programme and individual performance
• Responsible for performance management including regular score check-ins, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations
• Owning and developing the knowledge base for the teams and support customer base ensuring that the knowledge is documented and shared
• Keeping accurate time entries on Autotask
• Other activities may include:
  • Take responsibility for own continual professional development, allocating time to understand and learn the technologies your team support to more detail
  • Provide hands on technical support experience, cherry picking quick technical fixed when required
  • Attending customer meetings as required to help provide technical explanations and guidance of service impacting issues
  • Ensuring appropriate standard and procures are adhered to during the development process to support a quality of service to customers
  • Work with a variety of company and technical teams to enhance service or to develop solutions.

Personal Attributes

• Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences
• Creative, analytical problem solver with the ability to apply original and innovative thinking
• Methodical approach suitable to resolution of problems / issues
• Able to manage changing workload and priorities
• Able to work both within a team and using own initiative

Qualifications & Experience

• 1-2 years’ experience within the IT sector supporting SMEs or schools
• Proven experience in a team leader role
• Experience of working in a customer facing role
• Familiar with working to SLAs to meet customer and requirements
• Supporting multi-site clients
• Working as part of a wider service delivery function
• Supporting multi-level clients internal and external
• GSCE Maths and English

Conditions

A full driving licence and access to your own vehicle is required for visits to other sites within the local area. inTEC Group is committed to safeguarding and promoting the welfare of children and young people. As a school based role, employment will be subject to a satisfactory enhanced DBS check and safer recruitment checks.

Recruitment Process

We want the best people to join our team.

It’s important that you are yourself when we interview you, so we can see the best of you. We know interviews can be nerve-wracking and we will always put candidates at ease.

Our interviews are a two-stage process. We always invite you to meet the team which you will be joining and have a look around our offices.

We also want YOU to ask US questions, so please come prepared with relevant questions.

Good luck!

Our Values

Here at inTEC, we pride ourselves on our strong brand values which are reflected in the work our brilliant team does every day:

• We are curious.
• We are determined.
• We are open.

Our Community

Corporate Social Responsibility is very important to our business and our team. We consider it from three distinct perspectives:​

• Community – helping people understand the role we play within the community and contributing our expertise to enhance the work of charities, sports clubs and volunteer groups;
• People – finding and developing great people throughout their inTEC journey;
• Environmental Management – managing our impact on the environment in a responsible and ethical manner.

Over the years, we’ve helped many charities, schools, universities, grassroots sports clubs and local organisations with free technology support, advice and training, corporate sponsorship and fundraising events.

Our Culture

Across all of our UK and Irish sites, we have a team of Culture Champions who are here to make inTEC a great place to work. The friendly team help to organise events including everything from Summer barbecues and Christmas parties to online quizzes and coffee ‘n’ cake mornings! We plan a 12-month calendar of fun events of which we hope you will really enjoy taking part.

Here at inTEC, we know that a fully engaged team is a happier, stronger and more efficient team!

Next Steps

Please email your CV and covering letter or any queries you may have to our Recruitment Team at: recruitment@intecbusiness.co.uk

Discover more about inTEC at weareintec.co.uk.