GeekSoft Consulting

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End User Support - UK

Salary

₹15 - 20 LPA

Min Experience

10 years

Location

Birkenhead, England, United Kingdom

JobType

full-time

About the role

  • Help design, build and continuously improve the clients online platform.
  • Research, suggest and implement new technology solutions following best practices/standards.
  • Take responsibility for the resiliency and availability of different products.
  • Be a productive member of the team.

Requirements

  • 10+ years in IT support, with at least 3 years in a leadership role.
  • Strong expertise in IT systems, including hardware, software, networking, and security.
  • Proven track record of managing and developing high-performing support teams in dynamic environments.
  • Exceptional troubleshooting and critical-thinking abilities.
  • Strong interpersonal skills to effectively engage with end users and technical stakeholders.
  • Demonstrated ability to manage multiple priorities and maintain focus under pressure.
  • Passionate about delivering excellent user experiences.
  • Lead and mentor a team of 6 IT support specialists, ensuring high-quality service delivery and team alignment with organizational goals.
  • Oversee and prioritize support requests to guarantee timely resolution and efficient issue management.
  • Collaborate with cross-functional teams to identify and address recurring issues and implement process improvements.
  • Develop and standardize best practices, workflows, and procedures to enhance support operations.
  • Provide advanced troubleshooting for complex hardware, software, network, and system issues.
  • Facilitate professional growth and skill development for team members through coaching and training.
  • Manage escalations, ensuring swift resolution and end-user satisfaction.
  • Monitor and report on team performance metrics, analyzing trends to identify improvement areas.
  • Act as a bridge between IT leadership and end users to communicate updates, changes, and solutions.
  • Maintain thorough documentation of support processes, resolutions, and user interactions.
  • Stay up to date with emerging technologies and industry standards to continually enhance team effectiveness.

Benefits

  • A challenging, innovating environment.
  • Opportunities for learning where needed.

Skills

IT systems
hardware
software
networking
security