Key responsibilitiesProvide management and leadership to the 1st and 2nd line teams to ensure we effectively respond to support requests to maintain the operation of Network Plus computer systems to an agreed levelRequired to track all problems thoroughly, through the company's Support Management system, and to take ownership of all support calls escalated to you through to resolution, according to our customers support processes and systemsWork in line with Service Level Agreements delivering the requirements of Network Plus, ensuring that targets are metDeal with priority one incidents; escalating immediately to Network Plus IT managementTake ownership of recurring incidents, with significant repercussions, and apply the measures necessary to achieve a permanent solutionKeep current with the latest infrastructure, service industry and educational developmentsUnderstand and clearly communicate the service requirements of Network Plus to your team and peersAssist in the implementation of all IT policies and procedures, especially those for service provisionPlay an active role in Projects, providing advice and implementing appropriate solutionsFollow policy and procedures relating to asset management for IT hardware, software, and equipment within Network PlusMentor and coach more junior members of the Network Plus IT teamExcellent Leadership skills and be able to motivate staffGood knowledge of Desktop and Server infrastructure, service and application delivery, as well as successful service level agreement accomplishmentsHave a very analytical mind, able to tackle a problem from different angles and make decisions quickly

Duties and Responsibilities: Duties include, but are not limited to: - · Provide timely response to all incidents, outages and performance alerts · Recognise, identify and prioritise incidents in accordance with business requirements, organisational policies and operational impact · Collect and review performance reports for various systems, and report trends · Monitor and support a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, VoIP system, servers, storage, operating systems and core applications · Document all actions in accordance with standard company policies and procedures · Notify customer and third-party service providers of issues, outages and remediation status. · Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)