IT Support Engineer/Team Leader (50/50 Split Role) - East London
Global Technology Solutions Ltd.
Manor Park, United Kingdom
2 days ago
Role details
Contract type
Temporary contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
Senior Compensation
£ 38KJob location
Manor Park, United Kingdom
Tech stack
Microsoft Windows
Apple Mac Systems
Issue Tracking Systems
Virtual Private Networks (VPN)
Network Troubleshooting
Network Connections
Software Engineering
Wi-Fi Technology
Office365
ServiceNow
Job description
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., 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
Requirements
- Experience in IT support (1st-2nd line environment)
- Strong knowledge of Windows 11, macOS, and Microsoft 365
- Familiarity with VPN tools (eg, 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
