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Description
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: Microsoft Support Team Leader
The role is for a Microsoft Support Team Leader and will involve resolving incidents and problems, coaching and mentoring team members, prioritising and assigning calls, acting as a contact point for the client. The role will be based on site for 3 to 6 months and then to the Sale office. Therefore, the ideal candidate will be currently based in the Sale office and be able to work on site in for 3-6 months.
Essential: ASP Classic/VB Script, VB 6, ASP.NET/VB Optional: MS Access, Developing DTS/SSIS packages Crystal Reports Business Objects Reports SMTP Designing Oracle Forms Mandatory: Team leading/Mentoring Experienced 2nd/3rd level support analyst Client-facing experience Excellent communication and written skills Analytical approach to investigations/problem solving Organised & methodical Desirable: Incident Management skills, ITIL Key responsibilities / activities will include: To undertake incident analysis on calls assigned, liaising with third parties where required and to monitor and track those calls through to completion, within SLA. To manage and build maintenance releases from source code. To be fully aware of the Services Delivery from the client to the FE service offer, ensuring the SLA and contractual obligations are met and exceeded. To undertake root cause analysis on problems and suggest actions and improvements to prevent similar incidents occurring. To establish effective communications within the support team, other account teams and third parties. To maintain technical documentation as appropriate to agreed standards. Adherence to agreed process and quality standards (notably AMWAY2 and Quality Gate) The individual will be working in a team of approximately 8 individuals. The role must be performed at either Lincolnshire, or the Sale office.
The situation we have here is a support service that needs to be provided on-site covering 08:00 to 18:00 Monday to Friday. Therefore the candidate must be capable of working the following shift pattern: 08:00 to 16:00 10:00 to 18:00
Microsoft Support Team Leader
Microsoft Support Team Leader
Microsoft Support Team Leader
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