Technical Support Team Leader

3 days ago

Portsmouth, Portsmouth, United Kingdom Novatech Ltd Full time

Job Title: Technical Support Team Leader

Job Summary:

We are seeking a highly skilled and experienced Technical Support Team Leader to join our team at Novatech Ltd. As a Technical Support Team Leader, you will play a crucial role in providing 2nd line technical support for our B2B customers.

Key Responsibilities:

  • Provide 2nd line technical support for B2B customers via phone, email, and live chat
  • Support the Tech Support Team and manage team ticket performance through our Freshdesk ticketing system
  • Escalate queries to our Engineering team for 3rd line support when necessary
  • Manage and maintain accurate records of customer interactions and support requests
  • Collaborate with internal stakeholders to ensure seamless customer support

Requirements:

  • Previous experience in a Technical Support Helpdesk role or Managed Service Provider
  • Strong IT technical knowledge and relevant qualifications, such as CompTIA A+ and CompTIA Server
  • Excellent communication and problem-solving skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
  • Passion for technology and customer service

What We Offer:

  • 25 days holiday plus bank holidays (with the chance to buy additional days)
  • Health plan scheme
  • Upskilling apprenticeship training
  • Cycle to work
  • Employee Assistance Programme
  • Staff discounts
  • Social and wellbeing events
  • Hybrid working (after training period)
  • Kitchen and shower facilities

About Us:

Novatech Ltd is a leading provider of innovative technology solutions. We work with a range of businesses to deliver cutting-edge projects and support their technical needs. Our team is passionate about technology and customer service, and we are committed to providing an exceptional experience for our customers.

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