Technical Support Engineering Team Leader

Role Introduction:

The successful candidate will maintain a focus on Continual Service Improvement by providing efficient, cost-effective IT support while driving performance improvement and identifying new opportunities. This role requires a balance of leadership and hands-on technical expertise to meet client and company needs effectively.

What You Will Do:

• Ticket Management:
• Ensure timely resolution of support tickets with adherence to SLAs.
• Monitor and analyse ticket data to identify trends, recurring issues, and opportunities for improvement.
• Maintain clear, consistent documentation in the ticketing system.
• Performance Management:
• Manage, mentor, and develop the technical support team to achieve individual and team KPIs.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Promote a culture of continuous improvement and Advanced Core Values of Accountable, Connected, Curious and Integrity
• Efficiencies and Cost Reduction:
• Streamline support processes to improve efficiency and reduce operational costs.
• Identify cost-effective solutions for IT services and equipment procurement.
• Implement tools and processes that optimise the team's workflow.
• Exploring New Opportunities:
• Proactively identify opportunities for innovation and service enhancements.
• Collaborate with stakeholders to propose and implement new initiatives that align with client needs and business objectives.
• and Analytics:
• Deliver accurate and detailed performance reports to the Technical Service Engineering Manager.
• Provide actionable insights to support senior leadership decision-making.
• Ensure all metrics and figures meet corporate reporting standards.
• Player-Manager Role:
• Step in to provide hands-on support when necessary, including resolving high-priority technical issues.
• Model best practices for troubleshooting and customer service.
• Point of escalation for all issues that fall outside the abilities of the reporting team of TSEs
• Travel and Client Needs:
• Travel nationwide to support client sites and ensure consistent service delivery.
• Adapt to changing schedules and priorities based on client and company requirements.

What You Will Have:

• Operating Systems: Proficiency in supporting Windows, and macOS, including troubleshooting boot issues, system errors, and performance problems.
• Hardware Knowledge: Deep understanding of diagnosing and resolving issues with desktops, laptops, peripherals (printers, monitors, scanners), and hardware components (RAM, SSD, CPU)
• Networking Basics: Knowledge of LAN/WAN configuration, network troubleshooting (e.g., connectivity issues, IP configuration), and familiarity with network devices such as switches and access points.
• Active Directory (AD): Hands-on experience managing user accounts, permissions, group policies, and password resets in Active Directory.
• Remote Support Tools: Familiarity with tools like Microsoft Teams, Remote Desktop, and third-party applications (e.g., TeamViewer) to assist users remotely
• Ticketing Systems: Experience in IT service management tools such as ServiceNow, for tracking and managing support requests.
• ITIL Framework: Knowledge of ITIL processes, including incident management, problem management, and change management)

• Troubleshooting Expertise: Ability to identify root causes of software, hardware, and network issues quickly and apply solutions systematically.
• Software Support: Competence in installing, configuring, and supporting various business software and tools (e.g., Office 365, CRM systems)
• Security Awareness: Ability to detect and mitigate malware, phishing attempts, and other security risks.

• Customer Service Excellence: Outstanding communication skills to explain technical concepts clearly and patiently to non-technical users.
• Empathy and Patience: Ability to handle frustrated or stressed users calmly while demonstrating a helpful and proactive attitude.
• Adaptability: Flexibility to quickly learn new tools, technologies, and processes in a fast-paced IT environment.
• Problem-Solving: A proactive and analytical approach to resolving issues, identifying patterns, and implementing preventive measures.
• Collaboration: Strong teamwork skills to work effectively with colleagues in IT and other departments to escalate and resolve complex issues.
• Time Management: Exceptional ability to prioritise and multitask, managing a high volume of support tickets efficiently.

• Technical Certifications: Relevant certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.
• Scripting and Automation: Basic knowledge of scripting languages (e.g., PowerShell) to automate tasks and improve efficiencies.
• Documentation Skills: Experience creating detailed and user-friendly guides for common troubleshooting scenarios or processes.
• Project Support: Ability to assist with IT projects like hardware rollouts, migrations, and software upgrades.

Additional Requirements:

• Experience with IT ticket management systems (e.g., ServiceNow, Jira).
• Knowledge of ITIL processes is preferred.
• Valid driver's license and willingness to travel nationwide.

What We Do For You:

• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:

Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here