Systems Engineer Team Lead


Position Summary:

  • The Systems Engineer Team Lead is responsible for managing the technical aspects of the Service Desk and Field Services teams on a daily basis. You will be the high level escalation point for all technical issues. The Systems Engineer Team Lead is also responsible for mentoring of staff and resolving client related issues from a technical perspective as well as ensuring that Centrix provides consistent service for all our clients.

Reports to:

  • Services Director

Required attributes:

  • Good time management and organizational skills
  • Ability to work under pressure and multi-task
  • Ability to work in a team and communicate effectively
  • Proficient in English (written and verbal)
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Strong organizational and presentation skills
  • Skill in planning and preparing written communications
  • Skill in leading people and getting results with a strong customer orientation
  • Self-motivated with the ability to work in a fast moving environment

Required certificates and experience:

  • 5 years+ experience in a senior role such as a senior network engineer or project engineer
  • Demonstrated experience in project implementation, technical escalations and problem solving skills
  • Current Professional IT Certifications, such as: Microsoft MCITP or MCSE 2012, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
  • Knowledge of IT applications, processes, software, and equipment
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
Technology:

Required Experience:

Microsoft Windows Server (2003-2012R2)

Advanced

Microsoft Exchange (2003-2013)

Advanced

Microsoft SQL Maintenance

Advanced

Microsoft Office 365

Advanced

Backup technologies (StorageCraft, Backup Exec, NT Backup)

Advanced

Virtual technologies such as VMware and Hyper-V

Advanced

Power protection technologies

Advanced

Networking (Firewalls, Routers, Switches Wi-Fi, DNS, DHCP ETC)

Advanced

VOIP Telephony Solutions (i.e. Zultys)

Advanced

Macintosh workstation environments

Advanced

Intel based hardware (Server)

Advanced

Intel based hardware (PC)

Advanced

Anti-Virus solutions and Virus repair techniques

Advanced

Microsoft Windows Workstation (XP-Windows 8.1)

Advanced

Microsoft Office Suites (2003-2013)

Advanced


Detailed position description:

  • Mentor the technical team in Centrix’s core beliefs and ensure the technical team are acting with these values in mind as a basis for their daily job functions
  • Improve usage of IT Support resources and increase productivity of the team by looking for technical improvements within the team
  • Design and maintain process documentation for the Service Desk and Field Services teams from a technical perspective
  • Monitor and evaluates staff performance for both the Service Desk and Level 1, 2 Field Services teams
  • Identify areas for improvement and make constructive suggestions for change
  • Continually seek  opportunities to increase customer satisfaction and deepen customer relationships
  • Complete staff performance reviews including the completion of formal review documents, KPI performance reviews as well as completing the performance review interviews with the staff member
  • Participate in the recruiting process by completing interviews, vetting resumes and assisting with capacity planning of the team
  • Manage the Technical development of the team by ensuring each member of the team has a plan in place to continue to develop their abilities and skills
  • Involvement in the design and building of new services
  • Business awareness: specific knowledge of our customers environments and how IT relates to their business strategy and goals
  • Maintain awareness of all technical escalations and provide status to clients and the business as necessary
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
  • Drive problem investigations and resolution as required
  • Ensure that risks are identified, communicated, and mitigated and that all services are delivered successfully
  • Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices
  • Complete site inspection reports with the technical staff to review the clients environment to ensure techs are performing their job functions to a suitable standard

Training opportunities:

  • Assistance and encouragement to complete a minimum of 1 agreed industry certification every 6 months
  • Compensation for study material as well as exam completion