Technical Lead

Position Overview

As a Technical Lead, you'll provide technical escalation for the relevant virtual team’s technology focus, contributing to improving standards, service evolution, and knowledge enhancement of those within the team. This can include escalation tickets; change requests or projects depending on the requirements of any of our customers.

Salary & Benefits

The budgeted salary for this role is between £65,000 and £70,000 a year, depending on experience. Click here for the list of benefits.

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Responsibilities

• Delivery of high-quality onsite and remote support on a range of technical incidents and problems across the customers estate
• Take ownership of tickets escalated and/or complex tickets assigned to you and manage them through to resolution within SLA.
• Collaborate with internal and customer teams to maintain standards and functionality.
• Attend customer’s UK based offices from time to time depending on service requirements.
• Contribute to client and internal Technical Design Architect discussions and table solutions where appropriate.
• Troubleshooting and maintaining a wide range of customer IT systems
• Ability to handle Major Incidents
• Vendor management where required.
• Clear and timely stakeholder engagement at all levels across both Advania and customer
• End to end Change Management in compliance with customer change process
• Initiate, update, approve and maintain knowledge articles.
• Involvement in problem management to identify root cause analysis.
• Comfortable to work with minimal supervision and with team members that are located remotely.
• Individual task queue management, ensuring that SLAs are met; time to respond and time to resolve.
• Accurate time booking against support and project tasks.
• Work closely with shared and customer teams to share knowledge, support, and mentor colleagues as part of a positive workplace.
• Utilise excellent customer service skills and ensure that customer is always kept up to date with progress.
• Security first approach to all customer activity and stay up to date and compliant with Advania security policies and practices.
• Report potential client facing risks as soon as possible.
• Previous experience with Malicious Incidents and the remediation steps that may be required.
• Mentoring and guiding junior team members on complex ticket
• Participate in customer projects and new service onboarding where appropriate.