Information Technology Team Lead

Job Title: Lead IT Support Engineer (2nd Line)

Our client is a dynamic and forward-thinking technology company, dedicated to providing top-tier IT support and solutions to our diverse client base. We pride ourselves on our commitment to excellence, customer satisfaction, and fostering a collaborative work environment. We are currently seeking a skilled and experienced Lead IT Support Engineer to join our team.

As the Lead IT Support Engineer, you will play a critical role in our IT support team, acting as the go-to expert for 2nd line technical issues while also leading client interactions. This role is perfect for a seasoned 2nd line engineer who is not only technically adept but also excels in client-facing situations. You will be responsible for diagnosing and resolving complex IT issues, providing guidance to junior engineers, and ensuring that our clients receive exceptional service.

• 2nd Line Support: Provide expert-level support for complex IT issues, including troubleshooting, diagnostics, and resolution across a variety of technologies (e.g., Windows, MacOS, Linux, networking, cloud services, etc.).
• Client Interaction: Act as the primary point of contact for key clients, ensuring their IT needs are met with professionalism and efficiency. Build and maintain strong client relationships through regular communication and proactive support.
• Team Leadership: Mentor and support junior IT engineers, sharing knowledge and best practices to foster a high-performing team. Assist in the development and implementation of training programs.
• Incident Management: Lead the response to major incidents, ensuring timely resolution and minimal impact on clients. Document and escalate issues as necessary.
• Project Involvement: Participate in or lead IT projects, from planning and design through to implementation and support.
• Continuous Improvement: Identify areas for improvement in processes, tools, and client interactions. Suggest and implement solutions to enhance service delivery.
• Documentation: Maintain accurate and up-to-date documentation of IT systems, processes, and client interactions.

Qualifications:

• Experience: Minimum of 5 years of experience in an IT support role, with at least 2 years in a 2nd line support position.
• Technical Skills: Proficient in supporting a range of technologies, including but not limited to Windows Server, Active Directory, Office 365, networking, and virtualization.
• Client-Facing Skills: Strong communication and interpersonal skills, with a proven ability to manage client relationships effectively.
• Leadership Abilities: Experience in mentoring or leading a team of IT professionals.
• Problem-Solving: Excellent troubleshooting skills with a methodical approach to resolving technical issues.
• Certifications: Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are highly desirable.
• Education: A degree in Information Technology, Computer Science, or a related field is preferred but not essential.

If you are a skilled 2nd line engineer with a passion for client service and leadership, we want to hear from you!