V2Solutions - Technical Support Lead

3 weeks ago

Navi Mumbai, India V2Solutions Full time

Tech Support Lead (AWS/Devops)Location : Vashi, Navi MumbaiHiring mode : Work from OfficeExp : 4 to 7 yearsJob Description :Advanced Technical Support :1. Resolve escalated technical issues beyond Level 2 capabilities.2. Perform in-depth troubleshooting across hardware, software, and network domains.3. Develop and implement long-term solutions for recurring problems.Team Leadership :1. Mentor and guide Level 2 support engineers.2. Facilitate onboarding and knowledge sharing.3. Promote best practices in customer service and technical Collaboration :1. Liaise with engineering and product teams to relay user feedback and technical challenges.2. Coordinate with internal departments for issue resolution and project execution.Documentation & Knowledge Management :1. Maintain detailed documentation of complex issues and resolutions.2. Ensure internal knowledge base is current and accessible.Process Improvement :1. Analyze support metrics to identify inefficiencies.2. Recommend and implement process enhancements to improve user satisfaction.Customer Engagement :1. Handle high-priority user issues directly.2. Ensure clear communication and follow-up for resolution confirmation.Mandatory Skillset :Strong understanding of :- Hardware and operating systems (Windows, macOS, Linux)- Productivity tools (Microsoft Office, email clients)- Service Desk and ITSM tools (preferably ServiceNow, Jira)Technical proficiency in :- AWS services (EC2, S3, Lambda, RDS, CloudWatch)- Programming languages (preferably Python; Java/.Net also acceptable)- Databases (SQL, NoSQL, PostgreSQL, DynamoDB, RDS)Familiarity with :- Monitoring tools like New Relic Data visualization tools (Tableau a plus)- CRM platforms (Salesforce a plus)- Salesforce administration (user/license management, roles, permissions, data tools like Data Loader, Workbench)- Strong analytical, problem-solving, and troubleshooting skills- Excellent leadership, communication, and interpersonal abilitiesRequired Experience :- Minimum 5 years in technical support roles- At least 1 to 2 years in a lead or supervisory capacity- Hands-on experience in resolving complex technical issues- Prior exposure to customer-facing IT support environments- Familiarity with ITIL processes and service management tools. (ref:hirist.tech)

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