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| Job Location | Ellesmere Port |
| Education | Not Mentioned |
| Salary | £35,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
Job Title - Technical Support Team LeaderLocation - Ellesmere Port based, however, the role is currently fully remote due to the ongoing pandemicSalary - circa 35kHours of work - Full-Time Monday to Friday, 9.00 am - 5.30 pmIntroductionActive Business Communications is a highly established and respected IT and Telecoms service provider with ambitious growth plans. Were looking for an experienced Technical Support Team Leader with expertise in IT support services, to oversee and support the day-to-day running of our team of 5, supporting our portfolio of IT and hosted telephony services.Principle ResponsibilitiesYoull be responsible for…* Supervising the day-to-day performance and productivity of the team, assigning workload and tasks to meet customer demands* Ensuring tickets are prioritised effectively, monitoring breach status and open backlog, prioritising engineer effort and time to meet customer SLAs and KPIs* Allocating resources appropriately and making plans to cover absences* Being the first escalation contact for customer service issues and complaints* Supporting the service transition process, onboarding new customers and new customer processes/technologies* Getting hands-on with activities from line 1 to line 3 during busy periods* Coaching members of the team to support their ongoing developmentQualifications and ExperienceYoull be bringing…* Extensive experience as a support technician up to line 3* Proven track record of team leading and technical stewarding* Extensive B2B customer service experience* Advanced knowledge of IT technologies (Networking - VLAN, VPNs and firewalls, Security, Back-up, Office 365, Data Connectivity)* Working knowledge of UCaaS, VoIP, SIP, Fixed Line, FTTC, Ethernet, xDSL technologies and diagnostic methodologies* Good standard of general education* Full, clean UK driving licencePersonal AttributesIf youre right for us youll* Enjoy working with people, encouraging and supporting them to succeed* Thrive on juggling and managing priorities* Care deeply about customers and delivering results for them* Be a confident and open communicator * Be ready to roll up your sleeves and get stuck in to help the team * Enjoy and embrace changeKey BenefitsIf were right for you, youll be looking forward to:* 22 days annual leave (increasing to 28 over 5 years) plus bank holidays * Flexible ways of working* Wellbeing scheme and 1-week paid sickness benefit* Involvement in the overall business strategy and influence in decision making* Autonomy to deliver results your way* Being part of a committed, cohesive team* Support to progress your skills and careerIf you have the skills, experience, and enthusiasm to take on this challenge and succeed in a fast-moving, competitive technology-based environment, we would really like to hear from you.Please click Apply to forward a copy of your CV. Required skills
Keyskills :
39;Technical Suppt Team Leader39; 39;Technical Suppt TL39; 39;Telecoms