IT Support Team Leader - L2

This role combines L2 engineering with day-to-day team leadership. You will investigate complex incidents yourself while helping colleagues prioritise work, improve their troubleshooting and maintain service quality. You should be comfortable moving between technical detail and the wider support queue, recognising emerging service risks and coordinating the right response within agreed responsibilities.

This is an office-based role in Bengaluru (Bangalore), providing remote customer support. Your normal working pattern will align with UK business hours, with agreed flexibility to support cover and handovers for a team delivering 24/7 service.

Required Experience :

• Provide hands-on L2 support for Windows, Microsoft 365 email and collaboration, authentication, permissions and remote connectivity, documenting diagnosis and approved changes.
• Investigate server, backup, patching and security alerts, assess impact, carry out authorised remediation and engage specialist teams when their access or expertise is needed.
• Organise daily workload, review priorities, recurring alerts and ticket progress, and help engineers address ageing work or issues that put service targets at risk.
• Coordinate escalations and customer updates, making ownership and next actions clear while continuing to follow significant incidents through to resolution.
• Coach L1 and L2 colleagues through practical troubleshooting, provide constructive performance feedback and help turn recurring lessons into shared knowledge.
• Review call handling and ticket quality, reinforcing clear communication, accurate records and consistent use of approved processes and security procedures.
• Coordinate effective shift handovers and work with colleagues and specialist teams to resolve blockers and maintain continuity of customer support.

Mandatory Skills:

• Demonstrable troubleshooting capability across Windows desktops and Microsoft 365 email and collaboration, including problems that are not resolved by routine checks.
• Practical understanding of accounts, permissions, multi-factor authentication (MFA), and network and remote access connectivity, with controlled changes following verification and approval procedures.
• Ability to interpret monitoring alerts and investigate server, backup, patching or security issues, gathering evidence and recognising when specialist escalation is needed.
• Clear spoken and written English, confident telephone support and the ability to explain technical findings and next steps to nontechnical customers.
• Effective use of ticketing and remote support tools, with accurate records, sensible prioritisation and consistent ownership of follow-up and handovers.
• A collaborative approach to supporting less experienced colleagues, sharing knowledge and working with specialist teams within agreed access and support boundaries.
• Evidence of coordinating support work, coaching colleagues and giving useful feedback, with sound judgement about workload, service risk and quality.

Nice to have Skills :

• Experience in a managed services or busy service desk environment would be useful.
• Familiarity with Autotask, Datto RMM or ITGlue is welcome. Experience with comparable tools is also relevant.
• Relevant Microsoft certifications are an advantage, but are not required.

About Potentiam: Potentiam is a global provider of highly qualified professionals to European SMEs from our offices in Romania, South Africa and India. Potentiam works with clients in finance, energy, leisure, marketing, business services and technology industries, providing technical, professional, multi-lingual, highly motivated staff, most of whom have experience working for international companies. Staff cover a wide range of roles across accounting, marketing, data management, HR, sales/account management, engineering, technology, and operations. Potentiam manages our staffs career development and personal development training, all infrastructure, HR and payroll, with our clients directly managing day-to-day staff responsibilities and role-specific training and development.

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