IT Support Lead
5 days ago
Job Title: Technical Support
Location: Ahmedabad (Work from Office)
Experience: 4+ Years
Employment Type: Full-time
About the Role:
We are seeking a skilled Technical Support Team Lead to manage and guide our IT support team. The ideal candidate will have hands-on experience in ticketing systems, troubleshooting, SQL, and team leadership. Youll be responsible for ensuring timely issue resolution, maintaining service quality, and improving support processes.
Key Responsibilities:
- Lead and mentor the technical support team to deliver high-quality service.
- Manage and prioritize support tickets using standard ticketing tools (e.g., Jira, ServiceNow, Zendesk, Freshdesk, etc.).
- Troubleshoot hardware, software, and network-related issues efficiently.
- Monitor team performance and ensure adherence to SLAs.
- Collaborate with internal teams (Development, QA, Infrastructure) to resolve complex issues.
- Generate regular reports on ticket trends, resolution times, and customer satisfaction.
- Perform root cause analysis and suggest improvements in support processes.
- Write and run SQL queries for issue analysis and reporting.
- Conduct regular training sessions to upskill team members.
Required Skills & Qualifications:
- Bachelors degree in IT, Computer Science, or a related field.
- 4+ years of experience in technical or IT support, with at least 1 year in a team lead role.
- Strong knowledge of ticketing tools (e.g., Jira, ServiceNow, Freshdesk, or similar).
- Excellent troubleshooting and problem-solving abilities.
- Hands-on experience with SQL for data checks and issue diagnosis.
- Good understanding of Windows, Linux, and basic networking.
- Proven ability to lead, motivate, and mentor a support team.
- Strong communication and coordination skills.
Thanks & Regards
Akanksha Gupta
HR Associate-Talent Acquisition
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