Technical Support Specialist Lead

3 weeks ago


Winnersh, United Kingdom Montu UK Full time

Montu UK

A leading cannabis company with operations in Europe, Montu is a trailblazer in facilitating access to cannabis through locally integrated ecosystems.

We're committed to improving the lives of millions of people through cannabis therapies. With medical cannabis legalized in over 50 countries worldwide, our mission is to unlock a huge potential for medical, wellness, and recreational markets.

Job Summary:

We're seeking a skilled Technical Support Specialist Lead to manage and provide technical support and assistance to end-users within our organisation. You will play a vital role in guiding the Service Desk team, handling complex technical issues, and ensuring the efficient operation of IT systems.

This position requires a blend of technical expertise, leadership, problem-solving skills, and customer service orientation. You will work on-site 2-3 days a week, with the remaining days remote.

Key Responsibilities:

  • Provide Level 1 and 2 technical support to end-users via phone, email, chat, or in-person.

  • Diagnose and resolve complex issues related to software, hardware, network connectivity, and IT systems.

  • Educate and train Service Desk team members, providing guidance and support to foster professional development.

  • Collaborate with other IT teams to implement preventive measures and enhancements to minimise future incidents.

  • Participate in team meetings, peer reviews, and knowledge-sharing sessions to contribute to the overall effectiveness of the Service Desk.

  • Work closely with the Service Desk Team Lead and other senior management to implement strategic improvements in service quality.

Requirements:

  • Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).

  • Minimum 4-5 years in a technical support role, preferably in a service desk environment.

  • Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.

  • Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management).

  • Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.

  • Proven leadership skills, with experience in team supervision or mentoring.

What We Offer:

  • Generous pension scheme with employer contributions up to 5%.

  • Maternity and paternity leave in line with statutory scheme.

  • An estimated salary of £45,000 - £55,000 per annum, based on location and experience.



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