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Lead IT Support Specialist

London, UK
Desktop Support Systems Administrator IT Service Desk Manager 1st & 2nd line support
Actively hiring

Lead IT Support Specialist

Trustpilot
London, UK
Desktop Support Systems Administrator IT Service Desk Manager 1st & 2nd line support
Trustpilot
Actively hiring

hackajob is partnering with Trustpilot to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.

 

Lead IT Support Specialist 

The Lead IT Support Specialist is a crucial role within our international organisation, responsible for providing advanced technical support within the IT support team, which includes colleagues based in various global locations. This position involves resolving complex technical issues, mentoring support staff, both locally and remotely, contributing to the development of global support processes and documentation, and ensuring a high level of customer satisfaction. The Lead IT Support Specialist will act as an escalation point for challenging technical problems, and for stakeholders, and will play a key role in maintaining the efficiency and effectiveness of the IT support function.

What you’ll be doing: 

  • Serve as the primary point of escalation for complex technical issues 
  • Provide advanced diagnosis and resolution for hardware, software, and system-related issues,
  • Mentor IT support staff, providing guidance and training.
  • Participate in the creation and implementation of IT support policies, procedures, and best practices.
  • Assist with onboarding and training of new employees.
  • Be responsible for IT hardware inventory and procurement.
  • Working with local stakeholders to ensure IT support needs are met day-to-day.
  • Ensure stable performance of conference room systems.
  • Take initiatives to further improve the services we provide to Trustpilot employees

Who you are:

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
  • Minimum of 5 years of experience in IT support, with increasing levels of responsibility.
  • A solid understanding of, and experience with, IT support in an international organisation 
  • Experience with Windows 10/11, macOS, laptop provisioning, headset/audio troubleshooting, Google Workspace, Zoom and meeting room equipment.
  • You have in-depth knowledge of ITSM software. Experience with ITIL framework or other IT service management methodologies.
  • Great interpersonal skills – you know how to connect with people and have effective communication skills.
  • Ability to guide, train, and motivate team members both locally and remotely, considering cultural differences.
  • Demonstrated proficiency in written and spoken communication, while being mindful of cultural differences and accommodating diverse communication styles.
  • Your approach to work is structured and with a positive, service-oriented attitude

hackajob is partnering with Trustpilot to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.

 

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