Lead Technical Support Engineer

3 weeks ago

London, Greater London, United Kingdom Omega Resource Group Full time

Senior Support Engineer

Location: Remote

Compensation: Up to £42,000 depending on experience

Employment Type: Permanent

Omega Resource Group is seeking a dedicated Senior Support Engineer to deliver comprehensive technical assistance to both remote and onsite clients. This role emphasizes the importance of fostering strong relationships with customers while ensuring a superior level of service and support.

Key Responsibilities of the Senior Support Engineer

  • Provide guidance and support to junior engineers, serving as an escalation point for complex customer issues.
  • Collaborate with Project Managers to oversee 3rd line infrastructure initiatives, ensuring timely and budget-compliant project completion.
  • Engage with clients to grasp their organizational strategies, working alongside Technical and Solutions Architects to devise tailored IT solutions.
  • Manage incoming support requests via phone, tickets, and emails, ensuring thorough documentation for efficient resolution and timely ticket closure.
  • Execute scheduled small projects as necessary, adhering to agreed timelines with clients.
  • Assist the Technology Management Team in effective task distribution and scheduling.
  • Support the management of the support team and departmental duties, providing coverage as needed.

Qualifications & Requirements for the Senior Support Engineer

  • Proven experience in a Managed Service Provider or similar IT support setting, covering diverse technical domains.
  • Experience in IT infrastructure projects, including planning, installation, and documentation responsibilities.
  • Excellent professional communication skills, both written and verbal, with a strong ability to engage face-to-face.
  • A minimum of one recognized IT certification (e.g., Microsoft Certified Solutions Associate, Cisco Certified Network Associate).
  • Solid understanding of major networking components, including operating systems, basic configurations, switches, routers, and firewalls.
  • Experience in backup configuration and maintenance.
  • Hands-on experience with the installation, modification, maintenance, and repair of IT hardware and software.
  • Expertise in troubleshooting within Microsoft environments.
  • Valid UK driving license.

Benefits for the Senior Support Engineer

  • Salary Exchange Pension Scheme.
  • Healthcare Cash Plan covering dental, optical, physiotherapy, prescriptions, and more.
  • Life Insurance equivalent to four times the annual salary.
  • Access to a 24/7 GP helpline and online medical consultations.
  • Discounts from thousands of retailers through PERKS, including gym memberships, shopping, cinema tickets, and dining.
  • Personal accident protection.
  • Enhanced maternity and paternity leave benefits.
  • Long Service Awards.
  • Cycle to work scheme.
  • Optional critical illness cover for you and your partner.

For further details about this position, please contact our recruitment team.

Omega Resource Group specializes in employment opportunities across various sectors, including Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction, and Manufacturing.

Individuals currently in roles such as 3rd line service desk engineer, 2nd line service desk engineer, infrastructure project engineer, or IT support engineer may find this position particularly relevant.

For information on other available opportunities within your field, please visit our website.

Omega is an employment business focusing on roles across Engineering, Manufacturing, Aerospace, Automotive, Electronics, Defence, Scientific, Energy & Renewables, and Technology sectors.

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