Reporting To: IT Infrastructure Manager
Team Size: 3 Support Engineers
Work Arrangement: Hybrid (various locations) & Full driving license needed
Employment Type: Permanent, Full-Time
Key Responsibilities
Lead and mentor a team of Level 1 and Level 2 Support Engineers, encouraging professional development and a strong customer‑focused culture.
Manage incidents throughout their life cycle using IT service management best practices.
Provide technical support for user devices, infrastructure systems, cloud platforms, ERP solutions, business applications, and system integration.
Oversee the helpdesk ticket queue to ensure support requests are prioritised and resolved within agreed service levels.
Generate and present service desk performance reports and insights to stakeholders to support continuous improvement initiatives.
Coordinate escalations with internal technical teams and third‑party service providers.
Assist with change management activities to minimise disruption during system updates or operational changes.
Promote a security‑focused approach to access management, endpoint protection, and data handling aligned with organisational policies and industry standards.
Support infrastructure enhancements, system upgrades, and IT improvement projects alongside the Infrastructure Manager.
Manage the life cycle of IT assets, including purchasing, setup, deployment, maintenance, and disposal of hardware and software.
Maintain technical documentation such as procedures, knowledge base articles, and user instructions.
Provide occasional after‑hours support for maintenance tasks, upgrades, or project‑related activities when required.
Skills & Experience
Minimum of 5 years’ experience in IT support, including at least 2 years in a senior or leadership capacity.
Demonstrated ability to independently manage and take ownership of service desk operations and issue resolution.
Strong technical understanding of end‑user support, business applications, networking basics, and server environments.
Experience writing and executing SQL queries for troubleshooting, reporting, and data analysis within ERP or business systems.
Familiarity with IT service management processes such as Incident, Problem, Request, and Change Management.
Experience supporting operational or production‑critical environments and handling high‑priority incidents.
Strong problem‑solving abilities, including root cause analysis for recurring technical issues.
Proven leadership and coaching skills with experience developing team members.
Excellent communication and stakeholder management capabilities.
Strong organisational and prioritisation skills suited to fast‑paced environments.
Experience working with external vendors and managing technical escalations.
Valid driving licence and access to personal transport.
Preferred Qualifications & Technical Exposure
IT service management certification or equivalent experience.
Experience with cloud productivity and device management platforms.
Familiarity with mobile device management and endpoint administration tools.
Experience using IT service management/ helpdesk platforms.
Exposure to ERP environments and enterprise business systems.
Knowledge of monitoring, logging, and reporting solutions.
Experience creating dashboards and reports using business intelligence tools.
Interest in automation, AI‑driven efficiencies, and process improvement.
Scripting knowledge such as PowerShell, Bash, Python, or infrastructure‑as‑code tools.
Participation in infrastructure deployments, upgrades, or transformation projects.
Core Competencies
Strong verbal and written communication skills.
Collaborative team‑oriented mindset with a dependable work ethic.
Ability to perform effectively in dynamic, fast‑moving environments.
Self‑driven, proactive, and solution‑oriented attitude.
Strong analytical thinking and troubleshooting skills.
Ability to communicate technical information clearly to non‑technical users.
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