IT Support Engineer (Team Lead)

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Our client is seeking a highly experienced and process-driven IT Support Engineer to serve as  the Technical Team Lead for their unified Support team. This is a pivotal leadership role  responsible for merging the operational flows of client-facing product support with internal  corporate IT operations. You will manage day-to-day workflows, serve as the ultimate  technical escalation point for complex incidents across both domains (external product  issues and internal infrastructure failures), and ensure the delivery of exceptional service  levels to external customers and internal employees alike, adhering to rigorous ITIL-based  processes. 

Key Responsibilities 

• Operational Leadership & Workflow Management: Oversee the daily  operations of the unified support team, managing ticket queues across both  the “Product Support” and “Internal System Administration” tracks. Ensure  workloads are balanced, SLAs are consistently met, and standard operating  procedures (SOPs) are followed. 
• Senior Technical Escalation (Dual Mandate): Act as the final point of  technical escalation within the Operate Department for complex issues  before they are routed to other departments. 
• Major Incident Management: Take command during high-severity incidents. Coordinate resolution efforts across teams, manage stakeholder communications, and lead post-incident reviews (PIRs) to ensure lessons  learned are captured.
• Problem Management & Continuous Improvement: Move beyond reactive support by analysing incident trends across both tracks to identify root  causes. Initiate and drive Problem Management records to reduce recurring  ticket volume and improve overall system stability. 
• Team Development & Mentorship: Provide technical mentorship and  professional guidance to L1/L2 Support Engineers and System  Administrators. Foster a culture of knowledge sharing, encouraging cross skilling between the product and infrastructure tracks to build team resilience.
• Cross-Departmental Collaboration: Serve as the primary operational  interface with the internal teams.  

Qualifications 

• Experience: Minimum of 5+ years of progressively responsible experience in technical support or systems administration, with at least 2+ years in a team  lead or senior technical capacity managing diverse workflows. 
• Mobile Ecosystem & EMM Expertise: Expert-level knowledge of the  Android enterprise ecosystem is essential for supporting their core products.  This includes deep understanding of Android Enterprise deployment models  (Work Profile, Fully Managed), Samsung Knox familiarity, and the ability to  troubleshoot complex EMM/MDM interactions at the OS level using advanced debugging tools.
• Technical Depth (Enterprise Software): Deep experience supporting  complex, enterprise software applications, with the ability to analyze verbose  logs across server and mobile endpoints, understand complex configurations, and perform basic database queries for troubleshooting. 
• Technical Depth (Corporate Infrastructure): Strong background in  managing corporate IT infrastructure, specifically the Microsoft 365 stack  (Exchange Online, Teams, Azure AD), and foundational knowledge of  networking and server administration. 
• Tool Proficiency: Mastery of ITSM platforms (e.g., Jira Service Management) for workflow automation, reporting, and SLA management.  High proficiency with diagnostic toolsets across both domains, including  Android debugging tools (ADB, logcat), network tools, and corporate  endpoint management consoles (Microsoft Intune/Endpoint Manager).
• Process Frameworks: Solid understanding and practical application of IT  Service Management principles 
• Leadership & Communication: Proven ability to lead technical teams under pressure during crises. Exceptional communication skills, with the ability to  translate complex technical issues into clear status updates for management  and clients. 

Benefits Package 

They are committed to investing in the well-being, professional growth, and overall  satisfaction of their team members. As part of their benefits package, they offer: 

• Hybrid Working: Exploring a hybrid work approach could provide flexibility and  improved work-life balance, with the understanding that arrangements will be  evaluated and adjusted as needed to align with organizational priorities and team  needs. 
• Performance Bonus: Receive a performance-based bonus calculated as a  percentage of your annual salary, rewarding your contributions and success. • Private Health Insurance: Comprehensive private health insurance coverage to  safeguard your health and peace of mind. 
• Learning & Development Budget: Access a dedicated budget for online courses,  certifications, and professional development programs to support your continuous  learning journey. 
• Vouchers & Discounts: Enjoy vouchers for essential goods, services, and  recreational activities to enhance your lifestyle. 
• Multifaceted Knowledge & Internal Training: Take part in internal training  programs designed to provide a holistic understanding of their business and  industry. They emphasize cross-functional learning to empower you with diverse  skills and knowledge.