Code.Hub
We are the
1st Hub for Developers!
Our motto is
“From Developers to Developers” ! Our vision is to provide real career opportunities for candidates that want to take the next step in their career. Code.Career is the first process that you will speak
with developers (only!) and tech (freak) experts!
Our Client is seeking a highly experienced and process-driven IT Support Engineer to serve as the Technical Team Lead for their unified Support team. This is a pivotal leadership role responsible for merging the operational flows of client-facing product support with internal corporate IT operations. You will manage day-to-day workflows, serve as the ultimate technical escalation point for complex incidents across both domains (external product issues and internal infrastructure failures), and ensure the delivery of exceptional service levels to external customers and internal employees alike, adhering to rigorous ITIL-based processes.
Key Responsibilities
Operational Leadership & Workflow Management:
Oversee the daily operations of the unified support team, managing ticket queues across both the “Product Support” and “Internal System Administration” tracks. Ensure workloads are balanced, SLAs are consistently met, and standard operating procedures (SOPs) are followed.
Senior Technical Escalation (Dual Mandate):
Act as the final point of technical escalation within the Operate Department for complex issues before they are routed to other departments.
Major Incident Management:
Take command during high-severity incidents. Coordinate resolution efforts across teams, manage stakeholder communications, and lead post-incident reviews (PIRs) to ensure lessons learned are captured.
Problem Management & Continuous Improvement:
Move beyond reactive support by analysing incident trends across both tracks to identify root causes. Initiate and drive Problem Management records to reduce recurring ticket volume and improve overall system stability.
Team Development & Mentorship:
Provide technical mentorship and professional guidance to L1/L2 Support Engineers and System Administrators. Foster a culture of knowledge sharing, encouraging cross skilling between the product and infrastructure tracks to build team resilience.
Cross-Departmental Collaboration:
Serve as the primary operational interface with the internal teams.
Qualifications
Experience:
Minimum of 5+ years of progressively responsible experience in technical support or systems administration, with at least 2+ years in a team lead or senior technical capacity managing diverse workflows.
Mobile Ecosystem & EMM Expertise:
Expert-level knowledge of the Android enterprise ecosystem is essential for supporting their core products. This includes deep understanding of Android Enterprise deployment models (Work Profile, Fully Managed), Samsung Knox familiarity, and the ability to troubleshoot complex EMM/MDM interactions at the OS level using advanced debugging tools.
Technical Depth (Enterprise Software):
Deep experience supporting complex, enterprise software applications, with the ability to analyze verbose logs across server and mobile endpoints, understand complex configurations, and perform basic database queries for troubleshooting.
Technical Depth (Corporate Infrastructure):
Strong background in managing corporate IT infrastructure, specifically the Microsoft 365 stack (Exchange Online, Teams, Azure AD), and foundational knowledge of networking and server administration.
Tool Proficiency:
Mastery of ITSM platforms (e.g., Jira Service Management) for workflow automation, reporting, and SLA management. High proficiency with diagnostic toolsets across both domains, including Android debugging tools (ADB, logcat), network tools, and corporate endpoint management consoles (Microsoft Intune/Endpoint Manager).
Process Frameworks:
Solid understanding and practical application of IT Service Management principles.
Leadership & Communication:
Proven ability to lead technical teams under pressure during crises. Exceptional communication skills, with the ability to translate complex technical issues into clear status updates for management and clients.
Benefits Package They are committed to investing in the well-being, professional growth, and overall satisfaction of their team members. As part of their benefits package, they offer:
Hybrid Working:
Exploring a hybrid work approach could provide flexibility and improved work-life balance, with the understanding that arrangements will be evaluated and adjusted as needed to align with organizational priorities and team needs.
Performance Bonus:
Receive a performance-based bonus calculated as a percentage of your annual salary, rewarding your contributions and success.
Private Health Insurance:
Comprehensive private health insurance coverage to safeguard your health and peace of mind.
Learning & Development Budget:
Access a dedicated budget for online courses, certifications, and professional development programs to support your continuous learning journey.
Vouchers & Discounts:
Enjoy vouchers for essential goods, services, and recreational activities to enhance your lifestyle.
Multifaceted Knowledge & Internal Training:
Take part in internal training programs designed to provide a holistic understanding of their business and industry. They emphasize cross-functional learning to empower you with diverse skills and knowledge.
#J-18808-Ljbffr
1st Hub for Developers!
Our motto is
“From Developers to Developers” ! Our vision is to provide real career opportunities for candidates that want to take the next step in their career. Code.Career is the first process that you will speak
with developers (only!) and tech (freak) experts!
Our Client is seeking a highly experienced and process-driven IT Support Engineer to serve as the Technical Team Lead for their unified Support team. This is a pivotal leadership role responsible for merging the operational flows of client-facing product support with internal corporate IT operations. You will manage day-to-day workflows, serve as the ultimate technical escalation point for complex incidents across both domains (external product issues and internal infrastructure failures), and ensure the delivery of exceptional service levels to external customers and internal employees alike, adhering to rigorous ITIL-based processes.
Key Responsibilities
Operational Leadership & Workflow Management:
Oversee the daily operations of the unified support team, managing ticket queues across both the “Product Support” and “Internal System Administration” tracks. Ensure workloads are balanced, SLAs are consistently met, and standard operating procedures (SOPs) are followed.
Senior Technical Escalation (Dual Mandate):
Act as the final point of technical escalation within the Operate Department for complex issues before they are routed to other departments.
Major Incident Management:
Take command during high-severity incidents. Coordinate resolution efforts across teams, manage stakeholder communications, and lead post-incident reviews (PIRs) to ensure lessons learned are captured.
Problem Management & Continuous Improvement:
Move beyond reactive support by analysing incident trends across both tracks to identify root causes. Initiate and drive Problem Management records to reduce recurring ticket volume and improve overall system stability.
Team Development & Mentorship:
Provide technical mentorship and professional guidance to L1/L2 Support Engineers and System Administrators. Foster a culture of knowledge sharing, encouraging cross skilling between the product and infrastructure tracks to build team resilience.
Cross-Departmental Collaboration:
Serve as the primary operational interface with the internal teams.
Qualifications
Experience:
Minimum of 5+ years of progressively responsible experience in technical support or systems administration, with at least 2+ years in a team lead or senior technical capacity managing diverse workflows.
Mobile Ecosystem & EMM Expertise:
Expert-level knowledge of the Android enterprise ecosystem is essential for supporting their core products. This includes deep understanding of Android Enterprise deployment models (Work Profile, Fully Managed), Samsung Knox familiarity, and the ability to troubleshoot complex EMM/MDM interactions at the OS level using advanced debugging tools.
Technical Depth (Enterprise Software):
Deep experience supporting complex, enterprise software applications, with the ability to analyze verbose logs across server and mobile endpoints, understand complex configurations, and perform basic database queries for troubleshooting.
Technical Depth (Corporate Infrastructure):
Strong background in managing corporate IT infrastructure, specifically the Microsoft 365 stack (Exchange Online, Teams, Azure AD), and foundational knowledge of networking and server administration.
Tool Proficiency:
Mastery of ITSM platforms (e.g., Jira Service Management) for workflow automation, reporting, and SLA management. High proficiency with diagnostic toolsets across both domains, including Android debugging tools (ADB, logcat), network tools, and corporate endpoint management consoles (Microsoft Intune/Endpoint Manager).
Process Frameworks:
Solid understanding and practical application of IT Service Management principles.
Leadership & Communication:
Proven ability to lead technical teams under pressure during crises. Exceptional communication skills, with the ability to translate complex technical issues into clear status updates for management and clients.
Benefits Package They are committed to investing in the well-being, professional growth, and overall satisfaction of their team members. As part of their benefits package, they offer:
Hybrid Working:
Exploring a hybrid work approach could provide flexibility and improved work-life balance, with the understanding that arrangements will be evaluated and adjusted as needed to align with organizational priorities and team needs.
Performance Bonus:
Receive a performance-based bonus calculated as a percentage of your annual salary, rewarding your contributions and success.
Private Health Insurance:
Comprehensive private health insurance coverage to safeguard your health and peace of mind.
Learning & Development Budget:
Access a dedicated budget for online courses, certifications, and professional development programs to support your continuous learning journey.
Vouchers & Discounts:
Enjoy vouchers for essential goods, services, and recreational activities to enhance your lifestyle.
Multifaceted Knowledge & Internal Training:
Take part in internal training programs designed to provide a holistic understanding of their business and industry. They emphasize cross-functional learning to empower you with diverse skills and knowledge.
#J-18808-Ljbffr