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Technical Support Team Lead

20 April 2024
Technical Support Team Lead
We are looking for a Technical Support Team Lead to join our professional team.

The role of IT Technical Support Team Lead is critical for us. You will often be the primary point of contact for our customers when they really need us the most. Your mission is to interact with customers through various channels, providing general service / product information and resolving service or technical issues.
As we are a 24-hour business, we always have employees on-site and so we need our IT Support Executives to be on hand too. You will be covering core business hours which are from 0800 to 1700hrs.

The day-to-day work is interesting, challenging, and fast-paced amidst a hardworking and delivery-focused company ethos. We hire people with a broad set of technical skills who are ready to tackle some of technology’s greatest challenges.

Required skills, qualifications, and experience:

  • Strong interpersonal and customer service skills.
  • Excellent analytical / troubleshooting skills.
  • Concise written and verbal communication skills in Maltese and English.
  • Self-managed with the ability to work unsupervised.
  • Experience supporting Windows and MAC Desktops.
  • Experience with Microsoft 365 Cloud Technologies.
  • Experience with Microsoft Exchange.
  • Good working knowledge of Microsoft SharePoint and/or SharePoint online.
  • Good working knowledge of Windows Server Technologies.
  • Have the knowledge, skills, and competences as per MQF Level 5 or equivalent experience.
  • Must be possession of a Maltese or an International Driving License.

Main responsibilities:

  • Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business.
  • Logging all tickets for incidents or requests that are reported.
  • Ensuring that first-line incidents are resolved quickly and efficiently.
  • Ensuring that second-line incidents are investigated and promptly escalated where required.
  • Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA.
  • Providing remote support and fixes.
  • Providing administrative support to ensure systems are maintained and escalating any resulting issues.
  • Maintaining and administering user accounts, ensuring users only have access to what they require to fulfil their roles.

This opportunity offers an attractive remuneration package and other benefits, including a performance bonuses, health insurance, training opportunities, company car including fuel, flexible working arrangements and the security of working for a steadily growing Maltese business.

If you think you have what it takes to be part of this highly professional and dynamic environment, we want to hear from you. Please fill in the form below. 

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