Lead Support Engineer

4 weeks ago

Fulwood, Sheffield, United Kingdom CHEC Full time

About the Role

CHEC is seeking a highly skilled Technical Support Lead 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, prioritize, 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 infrastructures.
  • 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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