Job Overview
We are seeking a highly skilled and experienced Technical Support Team Lead to join our organization. This role offers an excellent opportunity for a seasoned IT professional to take on new challenges, develop their skills, and contribute to the growth of our technical operations.
Key Responsibilities:
* Lead a team of Level 1 support engineers in delivering exceptional technical service to clients.
* Provide expert level 2 support for escalated tickets, ensuring timely resolution and customer satisfaction.
* Collaborate with directors to develop and implement internal procedures, workflows, and escalation protocols.
* Maintain awareness of client environments, industry trends, and business impacts to inform strategic decision-making.
* Support business initiatives such as ISO certification readiness and process alignment.
Requirements:
* Minimum 2 years of industry experience in IT support or helpdesk.
* Strong understanding of networking equipment, including IP routing, routing protocols, and firewall configurations.
* Hands-on experience in debugging and troubleshooting network issues.
* Expertise in Veeam and StorageCraft backup solutions.
* Strong knowledge of disaster recovery methodologies and implementations.
Perks and Benefits:
* Employee discounts on IT equipment.
* Four weeks annual leave incentive.
* Training on world-class platforms.
* Long term career pathways.