The ideal candidate will enhance internal capacity and assist the service desk in achieving
quicker resolutions, demonstrating advanced technical skills in a service desk setting. The
position requires the ability to mentor and support junior team members. We are looking for
a technical lead, rather than a team lead. Our culture is defined by a supportive environment, primarily serving small businesses, and developing robust solutions for our customers while being mindful of operational costs. We are among the top providers in the region. We take our work seriously and enjoy what we do in a happy atmosphere.
The ideal candidate will enhance internal capacity and assist the service desk in achieving
quicker resolutions, demonstrating advanced technical skills in a service desk setting. The
position requires the ability to mentor and support junior team members. We are looking for
a technical lead, rather than a team lead. Our culture is defined by a supportive environment, primarily serving small businesses, and developing robust solutions for our customers while being mindful of operational costs. We are among the top providers in the region. We take our work seriously and enjoy what we do in a happy atmosphere.
Responsibilities:
Act as the main technical escalation point for the teamContribution to project deployments as requiredCybersecurity stack deploymentAutomation of tasksMigration of customer infrastructure services to AzureUnderstanding business line applications, resolving performance issues, and optimising systems in AzureTroubleshooting and securing virtual desktopsDocumenting systems and handing over to the service desk for BAU servicesStrong understanding of Entra ID, Azure and MS365 managementMust understand and be able to deploy best practice security policiesMust have a sound understanding of application control, including ThreatLocker and, DNS filteringLeverage quieter periods to improve systems or processes: e.g. review past work and script actions in PowerShell to leverage IP in ConnectWise and other systems, providing automation to enhance and streamline processesWork and collaborate in a small, close-knit teamYou will be a backup service desk team member, answering calls and providing support as requiredTo be successful in this role, you will have:
Essential Experience/Qualifications:A minimum of 5 years' experience in professional servicesAn individual who can think quickly and adapt to situations without relying solely on documentation or scripts, capable of presenting challenges respectfully.Look for things to be done betterA person who is aware of project scopes: possesses the ability to comprehend a project, identify any omissions during its progression, recognise elements that fall outside the scope, and develop resolutions for such issues.The successful candidate will also have a strong understanding of network connectivity
Systems/Tools:MS365PowerShellAzureOn-premises virtualised technologiesConnectWise PSARMM
Certifications:AZ104 Administrator associate (required)AZ700 Azure Network Engineer Associate (required)AZ305 Designing Microsoft Azure Infrastructure Solutions (desirable)AZ140 Azure Virtual Desktop Specialty (desirable)Fabric/Analytics (desirable)
Soft Skills:Business/commerciality - IT acumen and knowledge: competent and technically strongSomeone that loves helping others and fixing thingsDetermined to overcome technological challengesImpeccable spoken and written English with internal and external stakeholdersStrong communication skillsCapable of identifying and addressing issues proactivelyMeticulous attention to detail when documenting job notes and creating documentationCommitted to achieving excellence in customer service with a focus on user satisfactionStrong problem-solving and troubleshooting skillsAbility to work both independently and collaboratively within a team
