Technical Support Engineering Team Leader

We are looking for a customer obsessed Technical / Desk Side Support engineer to lead a team of Technical Support Engineers. The successful candidate will maintain a focus on Continual Service Improvement by providing efficient, cost-effective IT support while driving performance improvement and identifying new opportunities.

Requirements

• Operating Systems: Proficiency in supporting Windows, and macOS, including troubleshooting boot issues, system errors, and performance problems.
• Hardware Knowledge: Deep understanding of diagnosing and resolving issues with desktops, laptops, peripherals (printers, monitors, scanners), and hardware components (RAM, SSD, CPU)
• Networking Basics: Knowledge of LAN/WAN configuration, network troubleshooting (e.g., connectivity issues, IP configuration), and familiarity with network devices such as switches and access points.
• Active Directory (AD): Hands-on experience managing user accounts, permissions, group policies, and password resets in Active Directory.
• Remote Support Tools: Familiarity with tools like Microsoft Teams, Remote Desktop, and third-party applications (e.g., TeamViewer) to assist users remotely
• Ticketing Systems: Experience in IT service management tools such as ServiceNow, for tracking and managing support requests.
• ITIL Framework: Knowledge of ITIL processes, including incident management, problem management, and change management)
• Troubleshooting Expertise: Ability to identify root causes of software, hardware, and network issues quickly and apply solutions systematically.
• Software Support: Competence in installing, configuring, and supporting various business software and tools (e.g., Office 365, CRM systems)
• Security Awareness: Ability to detect and mitigate malware, phishing attempts, and other security risks.
• Customer Service Excellence: Outstanding communication skills to explain technical concepts clearly and patiently to non-technical users.
• Empathy and Patience: Ability to handle frustrated or stressed users calmly while demonstrating a helpful and proactive attitude.
• Adaptability: Flexibility to quickly learn new tools, technologies, and processes in a fast-paced IT environment.
• Problem-Solving: A proactive and analytical approach to resolving issues, identifying patterns, and implementing preventive measures.
• Collaboration: Strong teamwork skills to work effectively with colleagues in IT and other departments to escalate and resolve complex issues.
• Time Management: Exceptional ability to prioritise and multitask, managing a high volume of support tickets efficiently.

Benefits

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success
• Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important
• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most
• Recognition – Highlighting and rewarding the great work our people do
• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
• Making a Difference – we provide opportunities to help our people make a difference to the causes they care about
• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger