3rd Line End User Technical Lead

Job title: 3rd Line End User Technical Lead

Location: Near Andover

Salary: To GBP32K + Benefits

About this job

EXCLUSIVE OPPORTUNITY: Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges. Combining high quality and performance services, added-value and innovation, Sopra Steria enables its clients to make the best use of information technology.

With 35,000 professionals in over 20 countries (of which over 5000 are based in the UK) and pro forma revenue of ???3.1 billion in 2013, this is a great time to join the organisation as you will be pivotal to our continued development and growth plans. We're offering you the opportunity to do more too - using your business skills and knowledge, and your creativity, to add more value than clients would traditionally expect.

Role Overview

This is a fantastic opportunity for a very experienced 3rd line End User Services Technical Lead to work in a complex and rewarding environment as part of a professional and technical team. Your background will cover hardware and software support within a managed service and you will have some Team Leading responsibilities, providing cover for the EUS3 Team Leader. Please note, the successful candidate must be willing to undergo a security clearance process.

Responsibilities

Working as part of the existing End User Services 3 Team, you will carry out the duties of a Technical Team Lead in support of Service Delivery. This includes:

• Provide integration reports on new software and hardware entering the estate
• Package and distribute software components to the Enterprise using Microsoft SCCM
• Assist with support of the corporate environment whilst maintaining its integrity
• Administration of support queues - Incident and workload management
• Progress incidents and problems to their conclusion
• Report anomalies and escalate issues to Team Leader
• Provide third-line support to site teams and projects
• Writing, reviewing and maintaining processes and procedures
• Suggest improvements and innovations (CSII) that could assist introduce efficiencies into the environment
• Work with business and security frameworks (ITIL, JSP, IMM)
• Scripting - PowerShell, VBS etc.
• Software integration and compatibility testing
• In depth knowledge of: Group policy, and client end points
• Operating system build and delivery mechanisms
• Good RCA within a complex environment
• Good software packaging knowledge.
• Able to effectively troubleshoot application packages
• Manage a team of Specialists that will contribute to the proactive running of service provision. Activities include assistance with employee selection, ongoing performance management, administration, training and development, goal setting, and team-building activities;
• Assess, identify, and develop team skills (based on business needs) by facilitating and providing feedback to team members on customer service, and communication skills, in order to enhance the quality of support and customer satisfaction;
• Cover for the EUS3 TL when required.
• Lead and participate in projects focusing on Service issues;
• Escalating issues to line management;
• Lead, schedule, prioritise, coordinate, and oversee daily work in line with SLAs and D5 OLAs;
• Maintain high level of employee morale within the team through open communication.

Essential skills & experience

SC Cleared or eligible, prepared to go to DV.

• SCCM Administration - Software distribution, OS deployment and monthly Patches
• Scripting - PowerShell, VBS etc.
• Software integration and compatibility testing
• In depth knowledge of: Group policy, and client end points
• Operating system build and delivery mechanisms
• Good RCA within a complex environment
• Good software packaging knowledge.
• Able to effectively troubleshoot application packages.
• Experience of leading technical staff
• Integrity
• Negotiation and influencing
• Mentoring and training abilities
• Prioritising work elements and impact analysis

Desired Experience:

• Application sequencing
• Citrix
• Application virtualisation - APP-V, MED-V
• Endpoint device control
• Secure remote access
• ITIL
• Knowledge of Software Testing using Sysinternals Tools, mainly Procmon

About this Company

On offer is the opportunity to work for a European leader in digital transformation. The role comes with a competitive salary, the opportunity for further development and the potential for a wide and diverse career within Sopra Steria.

Sopra Steria is committed to establishing and maintaining a working environment which is free from discrimination and which values all employees as individuals. All employees and prospective employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour.