Lead Tech Engineer - #34841 (Remote)

As a Lead Tech Engineer, you will serve as the senior technical authority within the support team, overseeing service delivery, ticket flow, and daily technical operations in a fast-paced MSP environment. You will lead escalations, mentor engineers, and ensure seamless execution of all technical tasks, from intake to resolution. In this role, you will drive operational excellence, uphold technical standards, and work closely with the Operations Manager to shape technical strategy, optimise processes, and elevate overall client satisfaction.

Duties and Responsibilities:

·       Command the Ticketing Engine: Own the full lifecycle of support tickets, triage, prioritisation, assignment, escalation, and closeout, ensuring nothing stalls and everything flows.

·       Lead Escalation Management: Act as the final escalation point for complex technical issues, driving structured resolution and client confidence.

·       Mentor & Elevate the Team: Provide technical guidance, coaching, and performance feedback to engineers. Foster a culture of accountability, learning, and continuous improvement.

·       Drive Technical Strategy: Collaborate with leadership to define and implement scalable technical support strategies aligned with business goals.

·       Ensure Operational Flow: Monitor daily support operations, proactively resolving bottlenecks and maintaining momentum across all service tasks.

·       Champion Quality & Standards: Enforce documentation standards, service protocols, and security compliance across all technical activities.

·       Own Client Onboarding & Projects: Lead technical onboarding and project execution, ensuring seamless transitions and service excellence.

·       Collaborate Cross-Functionally: Work closely with internal departments to ensure accurate and timely delivery of services and solutions.

·       Identify & Solve Inefficiencies: Analyse recurring issues, implement preventive solutions, and optimise support processes.

·       Spot & Seize Opportunities: Identify upselling potential and contribute to service expansion strategies.

·       Report & Communicate: Provide regular updates to the Operations Manager on team performance, client feedback, and operational metrics.

·       Stay Technically Ahead: Stay current with emerging technologies, certifications, and industry trends to inform strategy and training

Requirements

Must-have Skills / Qualification:

·       Minimum 7–10 years total experience in technical support or infrastructure roles.

·       At least 3 years of MSP experience supporting multi-client environments.

·       5–7 years of leadership experience, ideally in a Senior, L3, or Team Lead capacity.

·       Advanced proficiency in Microsoft 365 administration.

·       Advanced Azure Administration and identity management.

·       Strong hands-on experience with 3CX.

·       Solid experience with VOIP technologies, including MS Teams VOIP.

·       Proven background in network design and implementation (routing, switching, firewalls).

·       Strong expertise in backup infrastructure (design, monitoring, restoration).

·       Strong knowledge of IT security controls, monitoring tools, and compliance frameworks.

·       Experience managing DNS records, IP networking, and remote access solutions.

·       Proven capability in technical project execution (migrations, onboarding, implementations).

·       Strong experience in ticketing system management (triage, prioritisation, SLA flow).

·       Demonstrated ability to coach, mentor, and support engineering teams.

·       Proven escalation handling with structured, methodical resolution techniques.

·       Strong proactive and reactive troubleshooting skills.

·       Strategic thinking with the ability to reduce recurring issues and improve operational flow.

·       Fluent in English, both written and verbal.

Advantageous Experience/Skills:

·       Professional certifications (Microsoft, Azure, networking, security).

·       Experience with PSA/RMM tools (flexible — any major platform is acceptable).

·       Familiarity with documentation platforms (e.g., IT Glue, Hudu).

·       Experience with compliance frameworks (ISO27001, NIST, SOC2).

·       Exposure to additional VOIP platforms beyond 3CX/MS Teams.

·       Experience in automation, workflow optimisation, or process improvement initiatives.

·       Broader project coordination or cross-functional project experience.