Technical Support Supervisor

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Position: Technical Support Supervisor

Location: Ipswich

Salary: £25,000 rising to £27,000 per annum after 3 months (On Call rota)

Product Knowledge: Windows / Server / Networking / Linux

Have you 2nd Line IT Support experience? Are you seeking career progression and have the desire, personality and ability to move into a Supervisory role? Then this could be the opportunity for you!

Our client is a multiple award winning specialist with unrivalled experience in the design, implementation and support of Telecoms & IT Technology solutions to the UK and International Hospitality industry. The company works with long-established clients and new owner operators for the provision of total technology solutions, to include Telephone System, IT Systems, Hospitality Software, Off Premises Hosting, Structured Data Cabling, In Room Entertainment - Guestroom TV solutions & Tiered HSIA Internet services.

Due to recent successes they are now expanding their support team consequently they are looking for individuals with a high degree of motivation, technical capabilities and/or commercial understanding combined with a genuine desire to progress within a fast-moving industry.

The role of Technical Support Supervisor is to support the Technical Support Manager in managing the Tier 1 and Tier 2 Helpdesk with a team of 10 engineers and apprentices. The helpdesk processes and remotely resolves all IT & Telecoms faults for both their hospitality and non-hospitality clients within agreed timescales.

Reporting to the Technical Support Manager an outline of the main tasks is detailed below:

*To assist with managing the Technical Support team

*To record and process customer support requests to the agreed standards using the company's SuperOffice CRM system

*To provide support for Windows XP, Windows 7, Windows 8/8.1.

*To provide support for Windows server 2003, 2008, 2012

*To ensure that all customers are communicated to in line with company guidelines and SLA's.

*Regularly monitor all support queues ensuring that all incidents are owned by an engineer, SLA's are being met and any incidents nearing SLA or failing are escalated/communicated as appropriate

*Co-ordinate field and support visits with the Technical Managers for both chargeable and non-chargeable requests, moves, additions and changes in line with company service level agreements and standards

*Review site visit job cards and apply charges where necessary for non-supported activities (i.e. cabling etc.) and handover to Project Co-ordinator for sales order processing

*Assist with producing and reviewing appropriate support related reports for internal and client use

*To respond, resolve and when appropriate escalate, customer or prospective customer concerns or queries

*To attend relevant training and maintain any manufacturer training credentials

*To attend and participate in relevant meetings with the management team, technicians, customers and suppliers as and when required

The successful candidate will have previous 2nd line technical support experience with an excellent telephone manner and customer service skills along with:

*Being able to multi task and prioritise

*Experience of training and or supervising others

*Ability to effectively delegate tasks

*Networking knowledge - firewalls/routers

*Windows XP, Windows 7, Windows 8/8.1.

*Windows server 2003, 2008, 2012

*Knowledge of Linux/OSX

*Experience of backup procedures