Truly SMB Castle Donington, England, United Kingdom
Technical Team Lead
Truly SMB Castle Donington, England, United Kingdom
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At Truly SMB we're passionate about helping small and medium businesses achieve their goals whilst also delivering exceptional support. In addition to focusing on giving our clients the best service possible, we're also committed to fostering a positive work environment for our staff and have recently invested in a new office with more chill out areas and team building functions.
Position Overview:
The Technical Team Lead is an addition to the Helpdesk team created to assist with complex troubleshooting and diagnostic support for our clients, as well as provide mentoring to the helpdesk technicians to support knowledge growth.
The Technical Team Lead will also be a senior point of contact within the team for clients and engineers in the event that the Head of Client Services is unavailable.
Responsibilities
* Be the main point of contact for all technical escalations within the Helpdesk team.
* Provide advanced troubleshooting and resolution for complex IT issues related to – but not limited to – networking, servers, cloud services and telecommunications.
* Take ownership of critical issues and completing subsequent root cause analysis.
* Maintain and update technical documentation and knowledge base articles.
* Assist with the Project handovers to Helpdesk to ensure the team have all knowledge required to support any queries or snagging.
* Support with client onboardings and early life support.
* Foster a collaborative and positive team environment, encouraging continuous improvement and professional development.
* Troubleshoot network devices such as routers, switches, firewalls and VPNs as well as implement network security measures and monitor network performance.
* Provide support and be the point of contact for helpdesk technicians, Management and clients when the Head of Client Services is absent.
Qualifications
* Minimum of 3 years’ experience in a 3rd line IT Support role – ideally within an MSP environment.
* Extensive knowledge of networking protocols, server administration and cloud services (with a focus on Microsoft and Unifi environments).
* Strong problem-solving skills and the ability to work under pressure.
* Excellent communication and interpersonal skills.
* Relevant certifications (e.g. Microsoft Azure Administrator and Microsoft 365 Administrator exam).
* Knowledge of SQL Server.
* Desirable basic knowledge of MAC’s and Linux O/S.
* Desirable basic knowledge of AI/Co-Pilot and Business Central.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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