Join JMW's IT department as a Problem Management Lead, where you'll work as a specialist 2nd/3rd line function, to proactively and reactively eradicate reoccurring, widespread and major system issues, problems and known errors.

You will focus on a prioritised list of application and system performance issues, using an ITIL approach in general, but specialising in the Problem Management discipline, while adhering to Change and Configuration Management processes.

This role is predominantly based in our firm's Manchester office, though we offer hybrid working with up to 2 home working days per week. Working hours will be 35 hours a week during standard business hours, with additional paid overtime as required.

Reporting to the Technical Services Head, the key deliverables of this role can be summarised as follows:

• Ownership of prioritised system Problems and Known Errors through to resolution/eradication
• A ‘Can-do’ problem solving role model, able to lead and encourage other IT team members in a matrix management capacity
• Delivery of high-quality technical support on a range of technologies
• Hands-on attitude to troubleshooting hardware and application specific issues
• Responding appropriately to, and effectively resolving escalated Problems and Known Errors within SLA and KPI timeframes
• Design and implementation of automation measures where possible and appropriate
• Help support and train other team members as required
• Supporting Windows, Azure Virtual Desktop, Office 365 and other key systems as part of Problem management activities
• End user computing support as part of Problem management activities
• Mobile device support as part of Problem management activities
• Printer support as part of Problem management activities
• Ownership and maintenance of IT knowledgebase in relation to Problem/Known Error/Workaround guidance

Knowledge, Skills and Experienced Required

• 2+ years hands-on related IT support experience in a professional services environment
• Strong customer service ethic whether in person, on the telephone or via other forms of digital communication such as email and chat
• Able to manage workloads by applying priorities appropriately or working on stated priorities
• Willingness to take ownership of tasks and manage them through to resolution
• Proactive, ability to be self-motivated and have a continuous improvement mentality
• Awareness of data protection and confidentiality principles
• Windows Server awareness
• Cloud awareness, Azure, O365
• Active Directory, AAD user configuration experience
• Ability to work as part of a team, supporting other team members
• Excellent problem solving and analysis skills with good attention to detail
• Technical understanding of current leading technologies, suppliers and industry terminology

Qualifications: Formal IT qualifications/certifications in Microsoft technologies or ITIL methodologies are desired