Tech Lead
3 weeks ago
We are seeking a seasoned Tech Lead - IT Support Specialist to join our team in Bangalore, India.
Job Summary:
The ideal candidate will possess strong leadership skills and technical expertise in managing a team of IT support engineers. He/She will be responsible for coordinating team schedules, workload distribution, and task assignments to ensure efficient operations.
Main Responsibilities:
- Lead and supervise a team of IT support engineers, providing guidance, mentoring, and performance feedback.
- Coordinate team schedules, workload distribution, and task assignments to ensure efficient operations.
- Foster a positive and collaborative team environment, promoting knowledge sharing and continuous learning.
- Provide high-level technical support to internal and external customers, addressing complex issues and ensuring timely resolution.
- Troubleshoot and resolve hardware, software, and network-related problems for desktops, laptops, and other IT systems.
- Act as an escalation point for critical issues, guiding team members in problem-solving and ensuring customer satisfaction.
- Identify areas for process improvement within the support team and collaborate with stakeholders to implement changes.
- Streamline support processes, develop best practices, and create documentation to enhance efficiency and productivity.
- Evaluate support metrics and key performance indicators (KPIs) to drive continuous improvement and meet service level agreements (SLAs).
- Build and maintain strong relationships with internal stakeholders and external customers.
- Ensure that customer expectations are met and exceeded, and provide regular updates on issue resolution progress.
- Proactively identify customer needs and recommend solutions to enhance their IT experience.
- Conduct training sessions and knowledge-sharing activities to enhance the skills and expertise of team members.
- Stay updated with the latest technologies, industry trends, and best practices, and share relevant information with the team.
- Adhere to incident and change management processes, ensuring proper documentation and communication for all incidents and changes.
- Participate in incident and change management meetings, providing insights and recommendations to improve service delivery.
Additional Requirements:
- Working location: Bangalore, India
- Working hours: rotational shift arrangement (24x7)
Estimated Salary Range: ₹ 1,200,000 - ₹ 1,800,000 per annum
About Neurones IT Asia:
We are a growing IT services company based in Bangalore, India. We provide end-to-end IT solutions to our clients across various industries. Our team is passionate about delivering quality services and exceeding customer expectations.
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