IT Support Engineer / Team Leader (50/50 Split Role) – East London Job at England,London,City of London Full Time

Role Overview
This role combines hands-on technical support with team coordination responsibilities. The successful candidate will provide high-quality IT support while assisting in the day-to-day management and organization of the support team.

Key Responsibilities
IT Support Engineer (50%)
* Provide 2nd line support for hardware and software issues
* Troubleshoot and support:
*Operating Systems: Windows 11 and macOS
*Applications: Microsoft 365 (O365), GlobalProtect VPN

* Diagnose and resolve hardware issues on:
* Windows laptops
* Mac laptops
* iPhones

* Troubleshoot Wi-Fi, network connectivity, and user account issues
* Take full ownership of incidents and requests, ensuring accurate and timely updates in ServiceNow
* Deliver excellent customer service and ensure issues are resolved within agreed SLAs

Team Lead Responsibilities (50%)
* Maintain and update team planner and rota schedules
* Coordinate with the manager regarding:
*Sickness absences
*Annual leave requests
* Arrange appropriate resource backfill where required

* Support the Service Delivery Manager in handling:
* Customer complaints
* Dissatisfaction surveys and feedback

* Monitor team conduct and escalate any behaviour or performance concerns to the line manager
* Proactively report operational or service issues to:
* London Team Leader
* Service Delivery Manager

Skills & Experience Required
* Experience in IT support (1st–2nd line environment)
* Strong knowledge of Windows 11, macOS, and Microsoft 365
* Familiarity with VPN tools (e.g., GlobalProtect)
* Experience with ticketing systems (ServiceNow preferred)
* Solid understanding of network troubleshooting (Wi-Fi, connectivity issues)
* Strong organizational and communication skills
* Ability to manage workload independently and prioritize effectively

Key Attributes
* Customer-focused with strong problem-solving skills
* Proactive and accountable with a sense of ownership
* Able to balance technical duties with team coordination responsibilities
* Professional, reliable, and detail-oriented