Description

Responsible for delivering fast and effective support to the resort’s variety of user bases. We are looking
to employ an IT Support Team Leader to join our existing workforce. In this varied role you will become a
direct point of escalation for 2nd/3rd line technical issues whilst ensuring all 1st line activities are
completed across the site by the on-site team. This is an exciting, challenging and often physical role for
anyone looking to progress their career into a 2nd or 3rd line position.

The successful candidate will also be involved with planning and reviewing ongoing projects and system
installations of various IT & EPOS hardware and software whilst also working towards introducing more
automation into repetitive tasks to aid reducing our response times to any support issues.

Personal qualities:
● A positive attitude with an appetite to learn.
● Strong customer service skills.
● Excellent organisational skills.
● Excellent communication skills to support the on-site team.
● Ability to work in a front-line customer facing environment.
● Ability to cope with competing demands and to prioritise tasks as part of the IT team.
● Previous 1st and 2nd Line support experience

Essential Skills/Knowledge
● Excellent working knowledge of supporting Windows 10 and above.
● Windows Server (2012 and above) administration and maintenance
● Active Directory and group policy experience
● Experience supporting IT hardware including Servers, Desktops, Laptops and more
● Working knowledge of network communication protocols, for example TCP/IP, DNS & DHCP
● Experience of working with WAN, LAN and wireless environments.
● Excellent technical and problem solving skills with the ability to generate ideas and solutions.
● Maintain excellent written and verbal communications with both technical and non-technical
customers and colleagues.
● To scope, build, install and configure new and upgrade existing IT/EPOS hardware and software

Desirable Skills/Knowledge or a willingness to work towards
● Hyper-V & Failover Cluster environment
● Working knowledge of SAN technologies
● A good understanding of SQL Server & T-SQL
● Linux server administration and support
● Understanding or working knowledge of resort management skills
● Functional working knowledge of the Google Workspace environment

Day to day duties typically involve:

Management of a team of on-site support technicians whilst being an escalation point for providing technical support to colleagues, ensuring all calls and emails are answered, resolved or escalated in accordance with department procedures.
Diagnosing hardware and software faults and solving technical problems.
Take ownership of incidents and manage them through to further escalation or resolution with the management team or 3rd parties.
To complete all administrative tasks associated with the provision of technical support, including, but not limited to, raising tickets and maintaining operational data.