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- Tasks: Lead a team of Technical Support Engineers while providing hands-on technical support.
- Company: OneAdvanced is a leading UK provider of business software and services, serving over 20,000 global customers.
- Benefits: Enjoy 26 days of annual leave, performance bonuses, and a focus on wellbeing with 24/7 support.
- Why this job: Join a dynamic team that values innovation, personal growth, and making a difference in the community.
- Qualifications: Proficiency in Windows and macOS support, ticket management systems, and strong customer service skills required.
- Other info: Opportunities for travel and collaboration across multiple locations, with a commitment to continuous improvement.
The predicted salary is between 54000 - 84000 £ per year.
Technical Support Engineering Team Leader
Technical Support Engineering Team Leader
1 day ago Be among the first 25 applicants
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Role Introduction
We are looking for a
Role Introduction
We are looking for a customer obsessed Technical / Desk Side Support engineer that wants take the next step in their career to lead a team of Technical Support Engineers. Dynamic and results-driven to oversee the Technical Support Engineering Deskside support function across multiple locations (predominantly in London with Nationwide Travel where required. The successful candidate will maintain a focus on Continual Service Improvement byprovidingefficient, 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.
- 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
- 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.
- 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.
- 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.
- 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 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)
Core Technical Skills
- 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.
Soft Skills
- 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.
Desirable Skills
- 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
Wellbeing focused Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
- 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
Personal Growth – Regardless of where you are at in your career, were committed to enabling your growth personally and professionally
- 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
Financial wellbeing – We understand as well as your mental wellbeing, your financial wellbeing is really important
- 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
Recognition Highlighting and rewarding the great work our people do
- Performance & Talent Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
Making a Difference we provide opportunities to help our people make a difference to the causes they care about
- 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
OneAdvanced is one UK\’s largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. 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
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Technical Support Engineering Team Leader employer: Sulaiman Alqudaibi Co. For GRP & Plastic Products
Contact Detail:
Sulaiman Alqudaibi Co. For GRP & Plastic Products Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineering Team Leader
✨Tip Number 1
Familiarise yourself with the ITIL framework, as this role heavily relies on IT service management processes. Understanding incident and problem management will help you demonstrate your capability to improve service delivery.
✨Tip Number 2
Showcase your leadership skills by discussing any previous experience in mentoring or managing teams. Highlight how you've driven performance improvements and fostered a culture of continuous improvement in past roles.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled high-priority technical issues in the past. This will illustrate your hands-on expertise and ability to step in when needed, which is crucial for this player-manager role.
✨Tip Number 4
Network with current or former employees of StudySmarter or similar companies. Engaging with them can provide insights into the company culture and expectations, giving you an edge during the interview process.
We think you need these skills to ace Technical Support Engineering Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and leadership. Emphasise your ability to manage teams, resolve technical issues, and improve service delivery.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your vision for leading a technical support team. Mention specific examples of how you've driven performance improvements in previous roles.
Highlight Technical Skills: Clearly outline your technical skills related to operating systems, hardware knowledge, and networking basics. Use bullet points for clarity and ensure you mention any relevant certifications.
Showcase Soft Skills: Don't forget to highlight your soft skills such as communication, empathy, and problem-solving. Provide examples of how these skills have helped you in past roles, especially in high-pressure situations.
How to prepare for a job interview at Sulaiman Alqudaibi Co. For GRP & Plastic Products
✨Showcase Your Leadership Skills
As a Technical Support Engineering Team Leader, you'll need to demonstrate your ability to manage and mentor a team. Prepare examples of how you've successfully led teams in the past, focusing on performance management and fostering a culture of continuous improvement.
✨Highlight Technical Expertise
Make sure to discuss your hands-on technical skills, especially in areas like Windows and macOS support, networking basics, and ticketing systems. Be ready to explain complex technical concepts in simple terms, as you'll be dealing with both technical and non-technical users.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle high-pressure situations. Think of specific scenarios where you've resolved critical issues or improved processes, and be prepared to discuss the outcomes.
✨Demonstrate Customer Service Excellence
Since this role is customer-focused, emphasise your communication skills and ability to empathise with users. Share experiences where you've turned a frustrated customer into a satisfied one, showcasing your patience and proactive attitude.
