Technical Support Shift Leader

We are seeking a motivated and enthusiastic individual to join our clients 2nd Line Technical Support team. While a strong technical mindset is important, they are equally interested in candidates eager to learn, develop their skills, and progress their technical career. The role focuses on delivering high‑quality customer support, driving efficiency, and contributing to continual service improvements.

The successful candidate will act as a Shift Leader, overseeing a team of up to 13 engineers during standard hours and up to 2 engineers during out‑of‑hours periods. A solid technical foundation and strong leadership abilities are essential.

This position operates within a 24/7 environment and follows a continental shift pattern. Responsibilities include monitoring, managing, and resolving technical faults, ensuring a consistently high standard of service for all customers.

• Leading, supporting, and motivating a team of engineers to deliver excellent customer service and prompt issue resolution
• Developing a strong understanding of the organisation’s product set and contributing to ongoing service and product improvements
• Acting as a technical leader by sharing best practices, offering guidance, and delivering both formal and informal training
• Supporting peer development and maintaining up‑to‑date internal training materials
• Managing escalations and promoting a “permanent fix” culture
• Ensuring compliance with contractual SLAs

Experience in all areas is not required, but a willingness to expand technical capabilities is essential. Useful areas of knowledge include:

• Broadband technologies (ADSL, FTTC, FTTP, SOGEA)
• LAN Networking (Cisco, Meraki)
• Firewalls (Cisco, Fortinet, Meraki)
• WAN technologies (Cisco, Huawei, One Access)
• WLAN (Meraki, Aruba)

• Routing protocols (BGP, MPLS)
• VoIP handset/soft client technologies (Polycom, Cisco, Web Ex, Teams)
• VPN & authentication (2FA solutions such as Safenet, Mobile Pass, Fortinet Authenticator)
• Strong leadership and team‑management skills
• Ability to communicate clearly and translate technical details for different audiences
• Excellent organisational and workload‑management abilities
• Professional verbal and written communication
• High level of customer service orientation
• Ability to remain calm under pressure
• Creative and analytical problem‑solving skills