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- Tasks: Lead a team in resolving complex technical issues and ensure exceptional customer experience.
- Company: Join a leading UK Internet Service Provider with a focus on connectivity support.
- Benefits: Earn up to £42,000 with a competitive salary and shift allowance, plus hybrid work options.
- Why this job: Step into a pivotal role and make a real impact in a fast-paced environment.
- Qualifications: Experience in ISP or telecoms, strong leadership skills, and excellent communication.
- Other info: Enjoy a dynamic work culture with opportunities for growth and development.
The predicted salary is between 28000 - 42000 £ per year.
A leading UK Internet Service Provider is looking for an experienced Technical Support Shift Leader to join their high-performing Connectivity Support team on a permanent basis. This is an opportunity to step into a pivotal role at the heart of their operations, supporting a national customer base and guiding a team of skilled technical analysts.
Key responsibilities:
- Acting as the primary escalation point for complex technical issues across broadband, fibre, and network connectivity.
- Providing calm, structured leadership during high-pressure client incidents, ensuring swift resolution and clear communication.
- Coaching and supporting a team of technical support engineers, helping them grow capability and confidence.
- Overseeing shift performance, workflow, and service quality to maintain exceptional customer experience.
- Working closely with NOC, engineering, and service management teams to drive continuous improvement and reduce repeat issues.
Required experience:
- Strong background in ISP, telecoms, or network support, ideally with hands-on experience in connectivity troubleshooting.
- Proven ability to lead, mentor, or coordinate a technical team in a fast-paced environment.
- Excellent communication skills with the confidence to handle escalations from both internal teams and external clients.
- A proactive mindset with the ability to prioritise, make decisions, and maintain service stability during incidents.
- Knowledge of networking fundamentals (TCP/IP, routing, DNS, broadband technologies) is highly beneficial.
HOURS OF WORK: Due to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours: X 2 day shifts from 7.00am to 7.00pm, X 2 night shifts from 7.00pm to 7.00am. The above shift pattern would be followed by a 4 day rest period. Due to the nature of a support role, there may be occasions where cover would be required for holidays/sickness.
Technical Support Shift Leader in Leeds employer: Context
Contact Detail:
Context Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Shift Leader in Leeds
✨Tip Number 1
Network with industry professionals! Join forums, LinkedIn groups, or local meetups related to technical support and ISP roles. This can help us get insider info on job openings and even recommendations.
✨Tip Number 2
Prepare for interviews by practising common technical scenarios. We should be ready to demonstrate our problem-solving skills and how we handle high-pressure situations, just like in the role of a Technical Support Shift Leader.
✨Tip Number 3
Showcase our leadership skills! During interviews, share examples of how we've coached teams or resolved escalated issues. This will highlight our ability to lead and mentor, which is crucial for this position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we often have exclusive roles listed that you won’t find elsewhere.
We think you need these skills to ace Technical Support Shift Leader in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Shift Leader role. Highlight your experience in ISP, telecoms, or network support, and don’t forget to showcase your leadership skills. We want to see how you’ve handled complex technical issues and led teams in the past!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our Connectivity Support team. Share specific examples of how you've provided calm leadership during high-pressure situations and how you’ve coached others to success.
Show Off Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t hesitate to demonstrate your ability to handle escalations. We love seeing candidates who can communicate effectively with both technical teams and clients!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach all your documents in one go. Plus, it shows us you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at Context
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of networking fundamentals like TCP/IP, routing, and DNS. Being able to discuss these topics confidently will show that you're not just a leader but also technically savvy.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in high-pressure situations. Think about specific incidents where your calmness and structured approach made a difference, and be ready to share those stories.
✨Communicate Clearly
Practice articulating complex technical issues in simple terms. This is crucial for the role, as you'll need to communicate effectively with both your team and clients during escalations.
✨Demonstrate a Proactive Mindset
Be ready to discuss how you've previously identified and resolved recurring issues. Highlight your ability to prioritise tasks and make decisions under pressure, as this will resonate well with the interviewers.