Job Description
Job Description
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The Support Desk Technical Lead is responsible for handling third level escalations from the IT Support Engineers. This role will assist the IT Operations Manager and Senior Engineering Team in day-to-day operations, provide support for servers, virtualization platforms, printers, firewalls, and switches.
Additionally, they will be responsible for working with the Senior Engineering / Operations Manager to support FRA’s data centres and cloud-based environment.
This candidate will also lead multiple projects and track their progress through to completion, there is also a requirement and mentoring and training other staff.
Having a strong customer focus will be a contributor to the overall success of the technical lead role. This role will require travel to other FRA offices, as well as client and project sites (circa 20%).
Day-to-day responsibilities
- Handling issue escalations and problems in a timely fashion.
- Assist in maintaining monitoring and resolving alerts.
- Maintain internal and/or client-facing documentation as required.
- Work closely with other FRA teams when required for assistance.
- Work independently, on own initiative.
- Assisting, mentoring, and training other team members when needed.
- Detailed communication with customers and vendors as required to keep all parties informed of issues, progress, changes, and resolutions via phone, email, and helpdesk ticketing system.
- Advanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless.
- Advanced technical support of virtualization platform, storage arrays, core Microsoft technologies (AD, DNS, SQL, etc.)
- Support of remote access solutions (e.g., AOVPN)
- Supporting backup and disaster recovery solutions.
- Work with the IT leadership to ensure requests are routed appropriately and resolved quickly and efficiently.
- Escalate service requests that require additional Senior Engineering level support.
- Part of an On-Call Rota for Out of Hours support and escalations.
Required Skills & Experience
- Minimum 5 years of experience in a similar supporting role
- Strong organizational and customer service skills.
- Strong written and verbal communication skills, active listening, and customer-care
- Ability to multi-task and adapt to changes quickly.
- Ability to work in a team and communicate effectively.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services.
- ITIL v3 Foundation (minimum)
- PowerShell or other scripting languages.
- Advanced virtualisation skills (VMWare desirable)
- Advanced Microsoft technology skills (AD, DNS, DHCP)
- Advanced Microsoft 365 skills.
- Advanced Microsoft Azure skills.
- Strong storage platform experience (3PAR desirable)
- Strong backup software/platforms experience (Rubrik desirable)
- Strong monitoring platform experience (PRTG desirable)
- Strong diagnostic skills.
- Strong working knowledge of information security, anti-virus, and anti-malware platforms.
- Service awareness of all organization’s key IT services for which support is being provided.
- Advanced skills in supporting server and workstation operating systems, business applications, printing systems, and networks.
- Ability to prioritise tasks depending on business requirements.
- Familiarity with Jira Service Desk (Desirable)
- Vendor management experience (Desirable)
About Us
FRA is a market leader in regulatory compliance, financial investigations, and data analytics. At FRA, we are regularly hired to provide expertise on some of the world’s largest multi-jurisdictional investigations and compliance matters and are consistently recognised as a global market leader.