The Lead Technical Engineer is the most senior technical authority within the support function, responsible for driving excellence across service delivery, ticket management, and technical operations. This role requires a highly experienced, hands-on MSP professional who leads by example, mentors engineers, and ensures the seamless execution of all technical work from intake through resolution.
As the technical backbone of the organisation, you will manage escalations, optimise operational workflows, and maintain high levels of client satisfaction while working closely with the Operations Manager to shape technical strategy and operational success.
Employment Type: Full-time, Permanent
Schedule: MondayFriday
Working Hours: 6:00 AM 3:00 PM (ICT)
Key Responsibilities:
Service Delivery & Operations
- Own and manage the full lifecycle of support tickets, including triage, prioritisation, assignment, escalation, and closure, ensuring SLA adherence and consistent operational flow
- Act as the final escalation point for complex technical issues, delivering structured resolutions and maintaining client confidence
- Monitor daily support operations, proactively identifying and resolving bottlenecks
- Enforce documentation standards, service protocols, and security compliance across all technical activities
Leadership & Team Development
- Provide technical mentorship, coaching, and performance feedback to engineers
- Foster a culture of accountability, continuous improvement, and operational excellence
- Lead by example through hands-on technical contribution and sound decision-making
Strategy, Projects & Continuous Improvement
- Collaborate with leadership to define and implement scalable technical support strategies aligned with business objectives
- Lead technical onboarding for new clients and oversee project execution to ensure seamless transitions
- Analyse recurring issues and operational inefficiencies, implementing preventative and process-improvement solutions
- Identify opportunities for service enhancements and contribute to upselling and service expansion initiatives
Collaboration & Reporting
- Work closely with cross-functional teams to ensure accurate and timely service delivery
- Provide regular reporting to the Operations Manager on team performance, client feedback, escalations, and operational metrics
- Maintain awareness of emerging technologies, certifications, and industry trends to support innovation and ongoing training
Required Qualifications:
- Tertiary qualification in a technology-related field
- Advanced 3CX VoIP certification (or equivalent)
- Advanced Microsoft certifications
- ITIL certification
- Networking certification (Ubiquiti/UniFi preferred; equivalent accepted)
Skills & Experience:
Technical Expertise
- 10+ years experience in MSP technical support or equivalent environments, including at least 3 years in a senior or lead role
- Advanced proficiency in:
- Microsoft 365 and Azure administration
- 3CX and Microsoft Teams VoIP platforms
- Network design, implementation, and management
- IT security controls, monitoring tools, and compliance frameworks
- Backup infrastructure design, maintenance, and disaster recovery
- DNS management, IP networking, and remote access solutions
- Proven experience delivering technical projects end to end
Leadership & Operational Management
- Strong background in team leadership, mentoring, and cross-functional collaboration
- Extensive experience with ticketing systems, escalation workflows, and SLA-driven environments
- Demonstrated ability to improve processes and implement scalable operational solutions
- Experience managing small to medium technical projects
- Ability to build trusted client relationships as a senior technical advisor
Communication & Professional Skills
- Excellent written and spoken English
- Strong client-facing communication skills across phone, email, and messaging platforms
- Ability to translate complex technical concepts into clear, actionable guidance
- Strong organisational, time management, and prioritisation skills
- Analytical, detail-oriented, and improvement-focused mindset
- Adaptable and resilient in fast-paced, evolving environments
