Leading Technical Support Specialist

23 hours ago

Surat, Gujarat, India beBeeSkill Full time ₹ 15,00,000 - ₹ 27,00,000
Technical Support Team Lead

Overview

We are seeking a highly skilled and experienced Technical Support Team Lead to join our team. As a key member of our support organization, you will be responsible for leading a team of technical support engineers and ensuring the highest level of customer satisfaction.

Key Responsibilities:

  • Lead a team of technical support engineers and provide guidance on technical issues.
  • Develop and implement process improvements to increase efficiency and effectiveness.
  • Collaborate with cross-functional teams to resolve complex technical issues.
  • Manage and prioritize multiple projects simultaneously.

Requirements:

  • 5+ years of experience in technical support or a related field.
  • Proven leadership skills and ability to motivate and inspire team members.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.

Skills and Qualifications:

  • Hands-on experience with Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
  • ITIL Foundation (or equivalent exposure).

Success Metrics:

  • SLA adherence ≥ 90% (P2–P4); P1 comm cadence met 100%.
  • MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
  • Runbook coverage ≥ 80% for top 20 recurring issues.
  • Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place.

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