Technical Lead, IT​/Tech, Technical Support

As a Technical Lead , you'll provide technicalescalationforthe relevant virtual team’s technology focus, contributing to improving standards, service evolution, and knowledge enhancement of those within the team.

This can includeescalationtickets; change requests or projects depending on the requirements ofany of our customers.

The budgeted salary for this role is between £65,000 and £70,000 a year, depending on experience.

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

• Delivery of high-quality onsite and remote support on a range of technical incidents and problems across the customers estate
• Take ownership of tickets escalated and/or complexticketsassigned to you and manage them through to resolution within SLA.
• Collaborate with internal and customer teams to maintain standards and functionality.
• Attend customer’s UK based offices from time to time depending on service requirements.
• Contribute to client and internal Technical Design Architect discussions and table solutions where appropriate.
• Troubleshooting and maintaining a wide range of customer IT systems
• Ability to handle Major Incidents
• Vendor management where required.
• Clear timeous stakeholder engagement at all levels across both Advania and customer
• End to end Change Management in compliance with customer change process
• Initiate, update, approve and maintain knowledge articles.
• Involvement in problem management to identify root cause analysis.
• Comfortable to work with minimal supervision and with team members that are located remotely.
• Individual task queue management, ensuring that SLAs are met; time to respond and time to resolve.
• Accurate time booking against support and project tasks.
• Work closely with shared and customer teams to share knowledge, support, and mentor colleagues as part of a positive workplace.
• Utilise excellent customer service skills andensure that customer is always kept up to date with progress.
• Security first approach to all customer activity and stay up to date and compliant with Advania security policies and practices.
• Report potential client facing risks as soon as possible.
• Previous experience with Malicious Incidents and the remediation steps that may be required.
• Mentoring and guiding junior team members on complex ticket
• Participate in customer projects and new service onboarding where appropriate.

• Maintain positive customer feedback around delivery and stakeholder engagement.
• Adherence to telephone etiquette and Advania as well as customer process requirements
• Diligence in ticket management (daily client facing updates, correct status, escalation)
• Ticket quality score 95%
• TTF & TTR score 95%. Close a minimum of 2 tasks per day.
• 100%-time capture.
• 80% work utilisation per day

• Proven track record operating in Azure at an advanced level
• Experience with Azure deployments using Infrastructure as Code (Terraform and Bicep)
• Excellent written and verbal communication and interpersonal skills
• Use initiative and creativity to solve more challenging issues.

AZ-104, AZ-204, AZ-300, AZ-301, AZ-305, AZ-400, AZ-500, AI-102 or SC-100

• Azure
• Azure Entra, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL

• HP & Dell, Microsoft Server OS through to 2019, VMWare, and AD related aspects of Intune, server…