Lead Migration Support Engineer

3 weeks ago


Bangalore, Karnataka, India Innova ESI Full time

Job Overview:

We are seeking a highly experienced Migration Support Lead to oversee a team of migration support engineers.

This role involves leading the team, creating and updating support documentation, managing the support roster, resolving Level 1 issues, and escalating more complex issues.

The ideal candidate will have extensive experience with Windows endpoint support, customer technical support, and preferred skills in Intune and Windows and Team Management:

- Lead and manage a team of migration support engineers.

- Create and manage the support roster to ensure adequate coverage.

Documentation and Process Management:

- Create, update, and maintain migration support documentation.

- Develop and implement best practices for migration support.

Issue Resolution and Escalation:

- Resolve Level 1 migration issues.

- Escalate complex issues to the appropriate level of support as needed.

Customer Support:

- Provide technical support to users during the migration process.

- Ensure high levels of customer satisfaction by addressing technical issues promptly and effectively.

Coordination and Communication:

- Coordinate with project stakeholders to gather details of issues being faced.

- Communicate effectively with team members and other support levels to ensure efficient issue resolution.

Must-Have Skills:

Windows Endpoint Support:

- Extensive experience in supporting and troubleshooting Windows 10/11 endpoints.

Customer Technical Support:

- Proven experience in providing technical support to customers.

Preferred Skills:

Intune:

- Experience with Intune for device management and support.

Windows Autopilot:

- Experience with Windows Autopilot for deploying and configuring devices.

(ref:hirist.tech)

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