Were looking for a Tier 2 Service Engineer Team Leader to join our team.
The Tier 2 Service Engineer Team Leader plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients. This role while being hands on will also involve the team leadership of the Tier 2 Service Engineers.
Working in an MSP environment, the team leader is responsible for ensuring their team are diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications to the agreed KPIs as well as performing the engineering function alongside their team.
This role demands deeper technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with higher-tier teams, ensuring timely and effective resolutions to IT problems.
The responsibilities of a Tier 2 Service Engineer Team Leader at Netcentrix include:
Team Leadership & Management Lead and manage the Tier 2 Service Engineer team, ensuring consistent delivery of high-quality technical support aligned with SLAs and KPIs.
Act as the primary escalation point for technical and customer service issues within the Tier 2 Service Engineer team, ensuring timely resolution or appropriate escalation.
Organise, c...