2nd Line IT Support Team Lead

We are looking for a passionate 2nd line IT support professional with the following essential skills: - Strong experience supporting Windows desktop and server environments (Windows 10/11, Windows Server 2016/2019/2022). - Solid Linux administration and troubleshooting skills (Ubuntu, CentOS, RHEL, or similar). - Good understanding of networking fundamentals: TCP/IP, DHCP, DNS, VLANs, VPNs, firewall basics, and routing concepts. - Experience with Active Directory, Group Policy management, and user account administration. - Familiarity with ticketing systems and monitoring solutions. - Knowledge of endpoint security solutions, antivirus, patch management, and basic cybersecurity best practices. - Ability to troubleshoot hardware issues (PCs, laptops, printers, network devices) and coordinate with vendors when necessary. - Excellent problem-solving and analytical skills with the ability to diagnose and resolve complex IT issues. - Strong communication skills to effectively liaise with technical and non-technical colleagues. - Organisational skills to manage multiple priorities and ensure timely ticket resolution. - Leadership and mentoring capabilities to guide 1st line team members. - A customer-focused attitude with a proactive approach to service delivery and improvement. - A passion for continuous learning and keeping up to date with emerging technologies and industry best practices. Desirable skills include: - Exposure to cloud platforms such as Microsoft 365 or Azure. - Experience working in a retail or customer-centric environment. - Familiarity with ITIL processes and IT service management principles. - Basic scripting or automation skills (PowerShell, Bash).