Technical lead - 3rd Line

Technical Lead (MSP) 3rd line support

Location: Borehamwood + Hybrid

Salary: up to 60k DOE + Benefits

Start date: ASAP

Duration: Permanent

Training: A tailored training plan including official vendor certifications

Job Description

We are looking for someone who enjoys resolving complex incidents and implementing leading-edge IT solutions together with providing excellent customer service to join our growing team as a Technical Lead at our Borehamwood office. This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies. This is an amazing opportunity for someone looking to make a significant impact in a fast-growing, exciting, and technically expert company. As a Technical Lead, you will have the chance to lead a talented team, work on cutting-edge technologies, and contribute to the success of our clients. You will be at the forefront of our technical operations, driving innovation and excellence in everything we do. If you are passionate about technology, thrive in a dynamic environment, and want to be part of a company that values expertise and growth, this role is perfect for you.

Role Summary

The Technical Lead will lead the Service Desk team and provide technical guidance. You will act as the ultimate point of escalation for complex incidents, define and maintain the technical BAU stack, implement proactive monitoring, and ensure client security. You will also be responsible for providing technical support for our Technology's Managed Service customers with the aim of fixing all incidents passed to them from 1st and 2nd line team. Additionally, you will perform a variety of proactive tasks which will help maximise customers' up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems.

Key Responsibilities

Lead the Service Desk team and provide technical guidance.

Act as the ultimate point of escalation for complex incidents.

Define and maintain the technical BAU stack.

Implement proactive monitoring and ensure client security.

Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail.

Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress.

Accurately log incidents by categorising and prioritising them in line with service operations procedures.

Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution.

Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks.

Technical Skills

Expert in all things Microsoft 365, including but not limited to:

Microsoft 365 tenant administration

Exchange Online

SharePoint Online

Microsoft Teams

OneDrive for Business

Microsoft 365 Security and Compliance

Power Platform (Power Apps, Power Automate, Power BI)

Azure Active Directory

Intune and Endpoint Manager

Conditional Access Policies

Advanced Threat Protection (ATP)

Data Loss Prevention (DLP)

Information Protection

Identity and Access Management

Firewalls

Network routing and switching

Additional 3rd party security stack technology

Conditional access policies

Personal Attributes

• Can express ideas and information clearly and concisely.
• Plans and manages own workflow on a daily basis to ensure the achievement of KPIs.
• Demonstrates a passion for customers and delivering service excellence.
• Proactively keeps up to date with technologies supported by us.
• Exhibits leadership qualities and strategic thinking.
• Ability to mentor and develop team members.
• Has a natural aptitude for troubleshooting and problem solving

IND-LET