Lead Technical Support Specialist

3 weeks ago


Crawley, West Sussex, United Kingdom Uptime Solutions Ltd Full time
Lead Technical Support Specialist - Service Desk

Job Overview: As a Lead Technical Support Specialist, you will oversee, manage, and ensure compliance with service level agreements (SLAs) within your team, driving exceptional customer satisfaction. You will serve as the primary escalation point for first and second line support engineers, assisting them in navigating challenges.

Your responsibilities will encompass both team leadership and advanced technical support delivery.

Key Responsibilities of the Lead Technical Support Specialist:
  • Ensure all customer interactions are conducted with a focus on customer satisfaction.
  • Provide guidance and mentorship to the technical team to enhance efficiency and accuracy.
  • Guarantee adherence to established processes and standard operating procedures (SOPs) by the technical team. Collaborate with the Service Delivery Manager to refine processes as necessary to improve customer experience.
  • Exemplify the core values of the organization.
  • Achieve team performance targets.

Qualifications:
  • Proven experience in leading or mentoring small teams within a technical support environment.
  • Ability to assess and prioritize the most effective routes to ticket resolution.
  • Capability to train and support junior team members.
  • Strong technical expertise, preferably acquired in a dynamic Service Desk setting.

Technical Skills:
  • Diagnosing a variety of technical issues faced by clients, including:
    • Windows 10 / Office 365 / Microsoft Office
  • Management of Windows Server 2016 and 2019.
  • Network troubleshooting capabilities.
  • Utilizing our PSA platform (Autotask) for logging and addressing support tickets.

Why Choose Uptime Solutions Ltd?
In addition to a competitive compensation package, we are committed to the growth and development of every team member – hence, we actively promote training and professional development.

Join a rapidly expanding organization with a truly global presence, as Uptime Solutions Ltd has evolved from modest beginnings to establish teams across five continents.

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