Senior Support Technician and Team Leader

• To meet the Service Desks agreed targets through identifying problem causes to achieve a quick and permanent solution. To be able to work effectively as part of the Service Desk team this includes maintaining up-to-date and accurate Service Desk records.
• To have a commercial awareness in relation to client and Juvo IT business risk and to handle each client in relation to their needs.
• There is a need to be able to work on specific allocated projects within agreed timescales this may include the need for client site visits as and when required.
• To provide technical guidance to the small Service Desk team and if required allocate tickets on the Service Desk system taking into consideration the skill-set of each team member, and mentor where appropriate.
• There is the opportunity to maximise and benefit from the technical and non-technical training provided.

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• Minimum 3 years relevant technical support experience including 12 months of managing a team.
• Sound knowledge of:
• Windows OS – Hyper-V, Windows Server 2016/2019, Windows 11 and Azure.
• Security - XDR/Anti Virus/Mimecast/MS Purview, Firewalls with good knowledge of known security practices.
• On Prem Active Directory, DNS, GPO's etc.
• Backups - Cloud based backup system.
• o365 - InTune, SharePoint, Exchange online and Entra.
• SAAS - aware of SAAS services and have had experience of them, (Egnyte and Opera).
• Email - Mimecast be a nice to have and exchange online is a must.
• Networking – A sound knowledge of IP, DHCP, switches and VLAN'S with a general knowledge of WAN'S with some WiFi experience too.
• Knowledge of hardware for troubleshooting laptops, desktops and servers.
• Scripting via PowerShell.
• Useful knowledge of hosted email platforms; N-Central/Solar Winds monitoring or other RMM tool; Swivel (2FA) VPN.
• Commercial awareness in relation to business risk, and sensitivity to data security issues and staff sensitive matters.
• Car Driver (with daily use of car).
• Out of Hours Support
• Saturday Shift twice a month

Company Pension, Free Car Parking, Overtime Opportunities,

- Customer service techniques are to include good telephone etiquette when dealing with problems, to be an active listener, be able to ask the right questions when drawing information for progressing Service Desk calls, know how to have a level of assertiveness, empathy and rapport when dealing with the customer base.

- Effective use of Service Desk technologies.

- To be able to take a logical approach to time and process management.

- Being able to prioritise is of paramount importance.

- Being able to work as part of a team, being calm, friendly and patient under pressure. xwzovoh

- To have the ability to retain information incorporated with an enthusiasm and commitment to learning.