We are looking for a technical support lead to join our development team to help support several applications for a key client. The ideal candidate will l be an effective communicator to technical and non-technical audiences including external stakeholders and clients. Excellent organisational skills being able to co-ordinate support activities within the team. The candidate will need strong technical, analytical, and problem-solving skills and be able to work closely with a third party to support BAU activities. The technical support lead will be responsible for leading a team of two technical support engineers through deployments, code reviews and supporting the third party with access to production environments to perform BAU activities. The ideal candidate will have a strong leadership skill and a desire to deliver high quality support service which satisfies the client’s SLA and identify areas for service improvement. A strong leader who will act as the technical escalation point for the team and the client. The role will also include line management responsibilities which involves having regular one to one meeting with team members and defining objectives and providing support where required.

Key objectives for the job

Manage a small team of technical support engineers ensuring tickets are resolved effectively and in line with the clients SLA. This includes line management responsibilities such as 1-2-1’s, objectives, career progression and yearly reviews.

Develop and maintain documentation, processes, and procedures for the support team 

Participate in daily stands up with client to confirm priority tasks for day and deliver any updates on work being carried out

Collaborate closely with third party developers to perform BAU activities and plan upcoming project work.

Collaborate and communicate effectively with other team members and to technical and non-technical audiences including external stakeholders and third parties

Perform deployments via Azure Devops pipelines to release software to various environments and modify these pipelines as and when required

Act as the technical escalation point to the support team and client utilising strong problem solving and technical skills to ensure issues are resolved as efficiently as possible

Manage tasks effectively and accurately track and report on status of the team’s work raising any issues encountered

Code review changes from third party developers paying particular attention to any security concerns and ensure GIT branching strategy is correct

Essential

Demonstrated ability to lead and manage a team of technical support staff

Strong problem-solving, diagnostics and analytical skills 

Excellent communication and interpersonal skills 

Experience of working with Windows Server and IIS & Ubuntu with NGINX

Microsoft SQL Server / T-SQL

.NET framework (C#/VB)

NodeJS

GIT

If your interested in the role apply with your cv or contact me at (url removed)