Technical Support Team Lead

3 weeks ago

Gurugram, India Onecom Full time

We're the UK’s leading business telephony and cloud communications provider. 

Delivering IT services, contact centre technology, unified comms, fixed-line voice, connectivity, and managed cloud solutions.

Join our Team as a Technical Support Team Lead Location: Gurgaon About the role:

Are you a natural leader with a passion for technology and customer service? As a Technical Support Team Lead, you’ll guide and support a team of First Line Technical Engineers, helping them grow their skills, deliver exceptional service, and resolve complex issues. You’ll play a key role in incident management, customer satisfaction, and continuous improvement, working closely with internal teams and third-party suppliers. If you thrive in a fast-paced environment and enjoy being at the forefront of technical support, this is your opportunity to lead from the front.

What makes you a great fit:
  • Minimum 2 years’ experience in a technical or administrative role
  • At least 1 year of experience leading a team in a contact centre or customer-facing environment
  • Strong knowledge of VoIP infrastructure and protocols
  • Experience supporting cloud-based and on-premise telephony solutions
  • Familiarity with networking (LAN/WAN), SIP, and Mitel or similar platforms (desirable)
  • ITIL Foundation certification (desirable)
  • Excellent communication and interpersonal skills
  • Calm under pressure with strong problem-solving abilities
  • Highly organised, proactive, and detail-oriented
  • Passionate about coaching and developing others
  • Able to manage complex environments and coordinate multiple stakeholders
Key responsibilities:
  • Lead and support a team of First Line Technical Engineers
  • Implement and manage Incident Management procedures
  • Act as Incident Manager and primary customer interface for operational issues
  • Build relationships with third-party suppliers and manage escalations
  • Monitor team performance against SLAs and expedite urgent tickets
  • Conduct quality checks and provide feedback to team members
  • Collaborate with internal departments to resolve technical issues
  • Assist with customer and internal reporting
  • Support training, coaching, and onboarding of new team members
  • Contribute to process improvements and customer satisfaction initiatives
  • Maintain accurate and up-to-date ticket and documentation records
  • Assist with implementation and support projects as needed

Perks for our People:

  • Holidays : 18 days annual leave, + 6 public holidays 
  • Other Leave : 7 days casual leave, 7 days sick leave
  • Development : In-House Training Academy
  • Wellbeing : Mental Health support
Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our values:

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.

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