IT SUPPORT ENGINEER / TEAM LEAD

THE OPPORTUNITY

We are seeking a hybrid IT Support Engineer / Team Lead to provide hands-on 1st and 2nd line technical support while assisting with team coordination and service delivery activities. This role combines technical troubleshooting with operational oversight, ensuring high-quality support and smooth day-to-day team operations.

THE ROLE

Provide 1st and 2nd line support for hardware and software issues Support Windows 11 and macOS environments Troubleshoot Microsoft 365 and GlobalProtect VPN issues Diagnose and resolve hardware faults across laptops (Windows & Mac) and iPhones Investigate and resolve Wi-Fi, network connectivity and account-related issues Take ownership of incidents and requests via ServiceNow, ensuring accurate and timely updates Maintain clear communication with users throughout the ticket lifecycle

Update and manage the team planner and rota to ensure adequate coverage Coordinate sickness and annual leave, escalating where needed to arrange cover Support service delivery activities including complaints handling and user feedback Escalate conduct or behavioural concerns to the appropriate manager Report service or operational issues to senior team members for resolution

REQUIREMENTS

Proven experience in a 1st/2nd line IT support role Strong knowledge of Windows 11 and macOS Experience supporting Microsoft 365 and VPN tools (e.g. GlobalProtect) Hands-on experience with laptop and mobile device troubleshooting Familiarity with ticketing systems such as ServiceNow Understanding of networking fundamentals (Wi-Fi, connectivity, user accounts) Ability to manage workload independently and prioritise effectively

TO BE CONSIDERED

Email your CV and availability to:

PLEASE NOTE

This is a hybrid support and coordination role requiring both technical troubleshooting and team support responsibilities

Candidates must be comfortable taking ownership of tickets while also assisting with team operations and service delivery tasks

KEYWORDS

IT Support Engineer, Service Desk Analyst, 2nd Line Support, Windows 11, macOS, Microsoft 365, VPN Support, ServiceNow, IT Support, Team Lead

Apply Now

IT SUPPORT ENGINEER / TEAM LEAD

Job Details