Lead, support, and coach two technical support analysts
Own the shared ticket queue, ensuring tickets are correctly prioritised, progressed, and escalated based on urgency and impact
Own and resolve complex incidents and problems across our varied customer base
Work across Microsoft 365, Google Workspace, Windows, macOS, networking and modern security tools.
Support our engineers and technical consultants with the design, implementation and maintenance of cloud and on-prem infrastructure (and solutions for our customers)
Help us improve our processes and services as we scale up, ensuring ISO27001 security practices are implemented and followed

At least 4-5 years’ experience in a technical support or IT managed services environment
Experience leading, mentoring, or coaching others and be able to demonstrate this
Administering, provisioning and maintaining Microsoft 365 environments (Google Workspace experience is a plus)
Hands-on experience across Windows and macOS operating systems
Good understanding of security and compliance, including tools such as Intune, Entra ID and Microsoft Defender
Clear, effective communication skills, both written and verbal. You can easily explain technical concepts in plain language
Strong problem-solving skills and the ability to seek out answers
A genuine passion for technology and a customer-centric attitude.

Training and Development: We back your growth, personally and professionally 🌱
Remote Work/Flexible Hours: Work where and when you're most productive. ⏰
6 Personal Days: Just because. 🏡
5 Weeks Annual Leave: Recharge and relax. 🏖️
Subsidised Public Transport: Make your commute easier (and greener). 🚌
Living Wage Employer: We value and support our team. 🌟
Community and Team Social Club: Be part of a vibrant, creative community at GridAKL.🌍

Technical Support Lead

Key skills