Bell Microsystems is a technology services provider; supporting its customers through the complex lifecycle of their assets from acquisition through to retirement, including supply of all the resources required to consult, support and manage throughout the journey.

The Bell Managed Service team deliver support and managed services to our growing customer base. The Network Operations Centre forms the hub of the delivery of these services, operating 24/7 supporting customers across multiple disciplines and technologies.

• The Technical Lead role is responsible for providing technical 2nd/3rd level excellence for the managed IT environment and supporting the service desk to resolve all issues on a 24×7 basis, whilst providing support and mentorship to technical engineer resources
• Provide out of hours support will be provided via an 1 in 2 standby rotation
• The location will be predominately based onsite at the customer’s location in Central London with the possibility of some travel to the data centres in Reading and Docklands.
• Provide team leadership of the Technical Engineering team, ensuring SLA’s are achieved
• Ensure quality of delivery to clients to ensure client satisfaction, and best position the company for additional business.
• Provide leadership, mentorship and support to Service Delivery Managers (when staffed), and project teams in specified accounts to ensure overall profitability of the activity and engagement success both from the client and employee perspective.

Key Accountabilities

• Provide team leadership of the Technical Engineer resources within the engineering team
• Provide career development planning for Technical Engineer resources
• Provide after-hours coverage for customer management
• Create and maintain technical process and procedural documents
• Assisting clients with daily operational and administration tasks
• Mentor peers and junior staff in the organisation
• Gain a thorough understanding of customers business, environment, staff and strategies
• Identify and manage any interdependencies between projects with one client.
• Identify opportunities for extending business opportunities
• Resolve complex technical issues and conduct advance research
• Maintain a familiarity with industry concepts, best practices and procedures
• Develop technical documentation and participate in the establishment of security policies, procedures and standards designed to align IT and firm business objectives
• Coordinates activities associated with the installation of operation level services
• Provides strong hands-on trouble shooting and installation skills
• Provides expert judgment and analysis for the design, development and implementation of technical products and systems
• Establishes and maintains effective working relationships with clients and staff
• Recommends alternatives to development and design to improve quality of products and/or procedures
• Responsible for undertaking detailed investigations to identify root causes/fixes for complex technical issues
• Take ownership of and resolve customers’ product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes
• Provide senior-level support and guidance for service desk staff
• Build rapport and elicit problem details from non-technical or technical customers
• Clearly communicate technical responses to customers ensuring their understanding of the steps needed to resolve issues
• Manage and track issues to ensure accurate and complete resolution

Required Skills

• Bachelor’s degree in Computer Science, Business Administration or similar
• Experience in leading and supporting members within an operations team
• Experience in managing on-call rotation patterns
• Delivering operations, policies, and procedures to help our clients assess, design, and implement strategic initiatives
• Experience participating in large scale projects and teams
• Ability to manage a client relationship
• Technical troubleshooting in heterogeneous environments
• Experience in providing input into staff development and mentoring
• Supporting business critical applications and underlying platforms
• Communication, presentation, facilitation and negotiation skills
• Knowledge of administrative best practices and methodologies
• Communication, presentation, facilitation and negotiation skills
• Networking protocols and concepts including routing, TCP/IP and FTP
• Ability to organize/prioritize work
• Pays attention to detail
• Works well under pressure
• Strong debugging and troubleshooting skills
• Manage and track issues to ensure accurate and complete resolution
• Flexibility to adjust hours to meet operating needs
• Minimum of 3 years of experience working with the required technology below
o Netapp
o Cisco switches and UCS Blades
o FilesiteWorksite
o Exchange 20072010
o vSphere 5.5 and MS Server 20032008
o Mimecast and F-Secure
o Elite
o SQL 200520082012
o vWorkspace
o Citrix
o Avaya

Personal Attributes and Competencies

• Self-motivated
• Leadership skills
• Excellent verbal and written skills
• Presentation skills

For further details or to submit a CV email rbaptiste@bell-group.com