Overview
This role is for a Senior Support Engineer in the dynamic fintech sector, where you will lead and mentor an IT support team while acting as the main escalation point for complex technical challenges. You will drive technical initiatives and enhance IT service management workflows, contributing to the evolution of banking technology that supports small and medium-sized businesses.
Responsibilities
- Lead and mentor the IT support team, serving as the primary escalation point for complex technical issues.
- Take ownership of major incidents, ensuring swift and effective resolution.
- Enhance and optimise ITSM workflows using tools like JIRA and Confluence to increase team efficiency.
- Drive technical projects from planning through delivery, supporting continuous improvement initiatives.
- Maintain deep expertise in Microsoft 365 and enterprise technologies, advocating best practices across support teams.
Requirements
- Extensive experience in enterprise IT support, with advanced troubleshooting skills in Microsoft 365 and related technologies.
- Proven leadership or mentoring experience within IT support teams.
- Strong understanding of ITSM principles and process optimisation.
- Excellent stakeholder management and communication skills.
- Ability to balance operational support with project work and continuous improvement initiatives.