Technical Support Team Lead (Permanent WFH)

At iCXeed, we believe in delivering impactful support experiences by empowering people and enabling innovation. We're on the lookout for a Technical Support Team Leader who thrives in a collaborative environment and is passionate about delivering high-quality service across technical operations.

In this role, you'll lead a growing support team, manage incident escalations, and ensure timely, customer-centric resolutions to technical concerns. If you're an experienced support leader with strong technical acumen and a drive for excellence—we’d love to hear from you!

Key Responsibilities:

• Review incoming unassigned cases, assessing priority and severity using the Incident Management Impact and Urgency Matrix.
• Ensure SLA adherence for response and resolution times.
• Collaborate closely with technical experts and support team members to solve complex client issues.
• Diagnose and troubleshoot client-reported technical concerns, ensuring a fast and effective resolution.
• Communicate defect fixes, issues, and concerns with the Project & Operations Team.
• Participate in an on-call roster and handle technical escalations with confidence.

• Log cases from unread emails to the Australian Level 1 Technical Consultant.
• Identify and escalate recurring low-impact alerts for potential deactivation.

• Prepare and deliver nine regular customer reports to the Australian Senior Engineers.
• Ensure timely and accurate reporting across all assigned deliverables.

• Adhere to policies and procedures as defined within the Evolution Systems Information Security Management System (ISMS).

Qualifications:

• Certificate IV in IT or equivalent relevant experience
• Certifications in relevant technologies (preferred but not required)
• Working knowledge or awareness of ISO 27001 and ITIL frameworks
• Proficiency in Microsoft Windows, Exchange, O365, and other common business applications
• Understanding of Remote Desktop, Public Cloud, and Storage technologies
• Professional, proactive, and well-organized with great attention to detail
• Excellent communication skills—both written and verbal
• Strong problem-solving skills and a team-first mindset
• Ability to stay calm under pressure and meet deadlines in a fast-paced environment