Lead Tech Engineer

Get AI-powered advice on this job and more exclusive features. The Lead Tech Engineer is the senior-most technical authority within the support team, responsible for driving excellence across service delivery, ticket management, and technical operations. This role demands a hands‑on expert with deep experience in MSP environments, capable of leading by example, mentoring engineers, and ensuring that every technical task flows smoothly from intake to resolution. You’ll be the engine behind the team’s performance, escalation handling, and client satisfaction, working closely with the Operations Manager to shape technical strategy and operational success. Location: WFA – Work From Anywhere Reporting to: Operations Manager Schedule: Monday to Friday, 7:00 AM – 5:00 PM (Daytime Shift) Setup: Full time Remote Contractor Position (WFH) PLEASE NOTE: All applications must be submitted via the form at the following URL/link: Responsibilities & Duties Key Responsibilities and duties are as follows. Command the Ticketing Engine: Own the full lifecycle of support tickets, triage, prioritisation, assignment, escalation, and closeout, ensuring nothing stalls and everything flows. Lead Escalation Management: Act as the final escalation point for complex technical issues, driving structured resolution and client confidence. Mentor & Elevate the Team: Provide technical guidance, coaching, and performance feedback to engineers. Foster a culture of accountability, learning, and continuous improvement. Drive Technical Strategy: Collaborate with leadership to define and implement scalable technical support strategies aligned with business goals. Ensure Operational Flow: Monitor daily support operations, proactively resolving bottlenecks and maintaining momentum across all service tasks. Champion Quality & Standards: Enforce documentation standards, service protocols, and security compliance across all technical activities. Own Client Onboarding & Projects: Lead technical onboarding and project execution, ensuring seamless transitions and service excellence. Collaborate Cross-Functionally: Work closely with internal departments to ensure accurate and timely delivery of services and solutions. Identify & Solve Inefficiencies: Analyse recurring issues, implement preventive solutions, and optimise support processes. Spot & Seize Opportunities: Identify upselling potential and contribute to service expansion strategies. Report & Communicate: Provide regular updates to the Operations Manager on team performance, client feedback, and operational metrics. Stay Technically Ahead: Stay current with emerging technologies, certifications, and industry trends to inform strategy and training. Required Qualifications The following qualifications are considered relevant for this role. Tertiary qualification in a tech-related field Advanced level 3CX Certification Advanced level Microsoft Certifications Skills & Experience The Lead Tech Engineer must demonstrate advanced capabilities across all areas covered by the technical team, with added depth in leadership, strategic execution, and technical specialization. Technical Expertise 10+ years in MSP technical support or equivalent roles, with 3+ years in a senior or lead capacity Advanced proficiency in: 3CX & MS Teams VOIP systems Network design and implementation IT security controls, monitoring solutions, and compliance frameworks Backup infrastructure design, management, and restoration DNS records management, IP networking, and remote access solutions Proven experience in technical project execution Leadership & Operational Management Strong background in mentoring, team leadership, and cross-functional collaboration Demonstrated ability to manage ticketing systems, ensuring flow, prioritisation, and SLA compliance Skilled in escalation handling, structured resolution workflows, and client-facing technical leadership Experience in process improvement, identifying inefficiencies and implementing scalable solutions Ability to build and maintain client relationships, acting as a trusted technical advisor High-level written and spoken English, with excellent communication across phone, email, and instant messaging Strong interpersonal skills for engaging with clients, partners, and internal teams Ability to translate complex technical issues into clear, actionable insights High level organisational & strategic thinking Exceptional time management and organisational skills Analytical mindset with a focus on accuracy, detail, and continuous improvement Flexibility and adaptability in fast‑paced, evolving environments Proven ability to contribute to and lead internal process development This role will suit a strong and confident leader Why This Role Stands Out Work From Home: Enjoy full remote flexibility from anywhere Daytime Shift: 7:00 AM – 5:00 PM, Monday to Friday Certification Reimbursement: We invest in your growth, and get reimbursed for approved certifications Leadership Impact: Be the technical backbone of a high‑performing MSP team and contribute to the leadership strategy of the organisation Strategic Role: Influence technical direction, mentor engineers, and drive operational excellence Global Exposure: Collaborate across departments and clients in a dynamic, fast‑paced environment Continuous Growth: Stay ahead with emerging tech, certifications, and leadership development #J-18808-Ljbffr