Lead Support Engineer
2 months ago
About the Role
CHEC is seeking a highly skilled Lead Support Engineer to join our team. As a key member of our IT department, you will be responsible for leading our technical support team and ensuring the efficient resolution of IT issues.
Key Responsibilities
- Manage the daily operations of the technical support team, ensuring timely and effective resolution of IT issues.
- Monitor support ticketing systems to track, prioritise and resolve service requests efficiently.
- Obtain feedback from stakeholders on the service and develop and implement support processes and procedures to improve service delivery and customer satisfaction.
- Lead the identification, investigation and resolution of recurring IT issues to prevent future incidents.
- Coordinate with other IT teams to escalate and resolve complex issues promptly.
- Ensure thorough documentation of incidents, problems and solutions in the knowledge base.
- Maintain and support IT systems, networks and related infrastructure, ensuring continuous availability and optimal performance.
- Perform regular system and network health checks, updates and backups.
- Conduct regular security audits and risk assessments to identify and mitigate potential vulnerabilities.
- Mentor and develop support engineers, providing guidance and training to enhance their skills and knowledge.
Requirements
- Extensive experience with maintaining and supporting IT systems, networks and infra-structures.
- Strong knowledge of Microsoft Office365, Azure and related solutions.
- Proficiency in managing secure network infrastructures, including familiarity with Cisco Meraki products.
- Ability to troubleshoot and resolve complex technical issues.
- Strong analytical skills to assess system performance and implement improvements.
- Excellent communication skills to engage with stakeholders across all levels, including conveying technical concepts to non-technical audiences.
What We Offer
- 23 days holidays plus bank holidays
- Buy and sell annual leave scheme
- Refer a friend scheme
- Company pension
- Company sick pay scheme
- Life assurance scheme
- Bluelight Card- 100s of discount and cashback options
- Performance review with a training and development plan
- Employee discounts portal
- Gym membership discounts
- MediCash Cycle to work scheme
- Tech scheme
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