Reports to: Managed Service Operations Manager
Business Unit: Managed Services
Location: Ergo HQ / Customer Site (City Centre)
Overview of Role
- L3 Engineer with Team Lead experience
- The role requires onsite presence at the customer's main office, although there may be flexibility for blended working, in line with the customer's policies.
- There will be a Team Lead responsible for managing ticket assignments, reporting on service trends, and ensuring service requests are resolved efficiently.
- Liaising with customers IT department.
Key Role Responsibilities
- Triaging and prioritising all incoming IT requests and issues within the agreed SLA.
- Escalation point for Level 1 & 2 Engineers.
Team Lead Specific Responsibilities:
- Managing ticket distribution and assignments.
- On boarding and training new or temporary resources.
- Reporting on ticket trends and service desk compliance.
- Following ITIL principles for incident management and root cause analysis.
- Managing shift schedules and escalations when necessary.
Education, Qualifications and Skills
- Minimum of 3 years of L3 experience
- Recognised qualifications in M365 (such as MS 100/101).
- Additional relevant qualifications (Microsoft, CompTIA, etc.), with M365, Azure, and Intune being advantageous.
- Strong knowledge of MS Intune.
- Adherence to ITIL principles for incident and problem management.
- Experience in shift management and leading service desk teams.
