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.
