JOB DESCRIPTION

As the L2 Support Team Lead, you will play a key role in ensuring the continuous, safe, and efficient operation of our customers’ IT estates. Working within the ICT Support Team, you will manage the daily performance and activities of the team, engage with customers, and lead your team to provide top-tier support across various technology platforms.

KEY TECHNICAL SKILLS:

• Proficient in Windows Server administration (2016 and above), managing domain users, groups, and permissions.
• Proficient in Azure IaaS, managing AADS and Entra, MDM, groups, and permissions.
• Advanced desktop support skills, including hardware/software troubleshooting, printer installation, and remote assistance.
• Strong experience with disk management, partitioning, and user profile backup/restore (Outlook, OneDrive, DFS).
• Excellent understanding of networking concepts (Layer-2 & Layer-3 switches, routers, DNS, DHCP, VLANs, and IPSec VPN).
• Familiarity with virtualization technologies (Hyper-V)
• Knowledgeable in Office 365 administration and SharePoint Online.
• Experience with ticketing portals and cybersecurity essentials.
• Competency in managing Remote Desktop Services (RDS).
• Experience in asset management and inventory control, ensuring IT assets and configurations are up to date.
• Involvement in patch management activities, including testing, deployment, and validation of software updates and patches.

QUALIFICATIONS AND EXPERIENCE:

• Minimum 2+ years of experience in IT support or a similar role.
• Must be Cisco Meraki Solutions Specialist Certification (CMSS)
• CCNA certified (Cisco) with hands-on experience in routing and switching (Certification valid for at least 6–12 months at the date of joining) preferred if CMSS is unavailable.
• Must be AZ900 certified (Certification valid for at least 6–12 months at the date of joining).

ROLES & RESPONSIBILITIES:

• Manage and lead the ICT Support Team, ensuring team members maintain high performance in managing customer IT systems.
• Serve as the primary contact for customer management, interaction, and issue resolution.
• Demonstrate self-discipline, punctuality, and excellent written and verbal communication skills.
• Liaise with customers, key stakeholders, and end-users, ensuring the ICT Support Team resolves technical issues efficiently.
• Act as the deputy for ICT Team management during absences.
• Oversee the continuous professional development of the ICT Team, ensuring they remain up to date on the latest software and technologies.
• Assist in the overall management of ICT services, supporting all related aspects.
• Prepare and present Managed Service – Advanced Service Reports (ASR).
• Conduct customer meetings, managing monthly/quarterly ASR reviews with customers.