IT Support Desk Technical Lead
IT Support Desk Technical Lead
Posted on :
12-04-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
The Support Desk Technical Lead is responsible for handling third level escalations from the IT Support Engineers. This role will assist the IT Associate Director and IT Service Desk Team in daytoday operations provide support for servers virtualization platforms printers firewalls and switches.
This candidate will also lead multiple projects and track their progress through to completion there is also a requirement and mentoring and training other staff.
Having a strong customer focus will be a contributor to the overall success of the technical lead role. This role will require travel to other FRA offices as well as client and project sites (circa 20.
Daytoday responsibilities
Required Skills & Experience
About Us
FRA is a market leader in regulatory compliance financial investigations and data analytics. At FRA we are regularly hired to provide expertise on some of the worlds largest multijurisdictional investigations and compliance matters and are consistently recognized as a global market leader.
LinkedIn Page
FRA is an equal opportunity employer committed to hiring the most qualified candidates based on skills experience and potential. All qualified applicants will be considered for employment regardless of race color religion sex sexual orientation gender national origin age veteran status disability or any other protected characteristic.
This candidate will also lead multiple projects and track their progress through to completion there is also a requirement and mentoring and training other staff.
Having a strong customer focus will be a contributor to the overall success of the technical lead role. This role will require travel to other FRA offices as well as client and project sites (circa 20.
Daytoday responsibilities
- Handling issue escalations and problems in a timely fashion.
- Assist in maintaining monitoring and resolving alerts.
- Maintain internal and/or clientfacing documentation as required.
- Work closely with other FRA teams when required for assistance.
- Work independently on their own initiatives.
- Assisting mentoring and training other team members when needed.
- Detailed communication with customers and vendors as required to keep all parties informed of issues progress changes and resolutions via phone email and helpdesk ticketing system.
- Advanced technical support at the network level: LAN/WAN connectivity routers switches firewalls and wireless.
- Advanced technical support of virtualization platform storage arrays core Microsoft technologies (AD DNS SQL etc.
- Support of remote access solutions (e.g. AOVPN)
- Supporting backup and disaster recovery solutions.
- Work with the IT leadership to ensure requests are routed appropriately and resolved quickly and efficiently.
- Escalate service requests that require additional Senior Engineering level support.
- Part of an OnCall Rota for Out of Hours support and escalations.
Required Skills & Experience
- Minimum 5 years of experience in a similar supporting role
- Strong organizational and customer service skills.
- Strong written and verbal communication skills active listening and customercare
- Ability to multitask and adapt to changes quickly.
- Ability to work in a team and communicate effectively.
- Understanding of support tools techniques and how technology is used to provide IT services.
- Professional IT Certifications such as: Microsoft MCP/MCSA Cisco CCNA or CompTIA Network or possessing the drive to achieve professional IT certifications applicable to the services.
- PowerShell or other scripting languages.
- Advanced virtualisation skills (VMWare desirable)
- Advanced Microsoft technology skills (AD DNS DHCP)
- Advanced Microsoft 365 skills.
- Advanced Microsoft Azure skills.
- Strong storage platform experience (IBM desirable)
- Strong backup software/platforms experience (Rubrik desirable)
- Strong monitoring platform experience (PRTG desirable)
- Strong diagnostic skills.
- Strong working knowledge of information security antivirus and antimalware platforms.
- Service awareness of all organizations key IT services for which support is being provided.
- Advanced skills in supporting server and workstation operating systems business applications printing systems and networks.
- Ability to prioritise tasks depending on business requirements.
- Familiarity with Jira Service Desk (Desirable)
- Vendor management experience (Desirable)
About Us
FRA is a market leader in regulatory compliance financial investigations and data analytics. At FRA we are regularly hired to provide expertise on some of the worlds largest multijurisdictional investigations and compliance matters and are consistently recognized as a global market leader.
LinkedIn Page
FRA is an equal opportunity employer committed to hiring the most qualified candidates based on skills experience and potential. All qualified applicants will be considered for employment regardless of race color religion sex sexual orientation gender national origin age veteran status disability or any other protected characteristic.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
