Technical Support

5 hours ago

Bengaluru, Karnataka, India 0c1de439-0abd-4e03-b872-71874f907709 Full time ₹ 4,20,000 - ₹ 8,40,000 per year

Greetings from Newwave Computing

NewWave is a leading Infrastructure Solution provider in Bengaluru, Chennai, Hyderabad & Kochi, with a strong presence and a reputation in the marketplace for offering the best of Virtualization, Backup & Recovery, Cloud Computing, Personal computing and System Integration services, As Premium Business partners to some of the biggest Principal OEMs namely IBM, LENOVO, DELL-EMC, MICROSOFT, VMWARE, NUTANIX, we continue to be recognized as the best Business Partner for IBM, one of the top Two partners for Lenovo in the country, a Platinum partner for DELL-EMC in the South, a leading Gold Cloud Partner for MICROSOFT and a pioneer partner for Hyperconvergence for NUTANIX. We offer solutions across Edge, Core & Cloud offerings, along with solutioning & implementation services, besides warranty & post-warranty services as accredited Service Partners for our Principal OEMs.

Job Description: Team Lead – Technical Support

Location : - Electronic City

Key Responsibilities:

  • Team Management:
  • Supervise a team of technical support engineers, ensuring efficient operations.
  • Conduct daily team meetings to discuss priorities, challenges, and updates.
  • Act as a point of escalation for complex issues and resolve them effectively.
  • Ticket Management:
  • Assign tickets to team members based on priority and expertise.
  • Monitor ticket queues to ensure timely resolution and adherence to SLAs.
  • Regularly review resolved tickets for quality assurance and provide feedback.
  • Roster and Attendance:
  • Create and manage shift rosters, ensuring proper coverage across all shifts.
  • Monitor team attendance and address any discrepancies promptly.
  • Manage leave requests and ensure minimal impact on operations.
  • Reporting and Documentation:
  • Generate and analyze daily, weekly, and monthly reports on team performance and ticket resolution metrics.
  • Document processes, create knowledge base articles, and update technical support SOPs.
  • Performance Monitoring:
  • Track individual and team performance, providing regular feedback and coaching.
  • Identify training needs and coordinate with relevant teams to bridge skill gaps.

Qualifications and Skills:

  • Proven experience in a technical support or IT helpdesk environment.
  • Strong leadership skills with experience managing a team.
  • Excellent organizational and multitasking abilities.
  • Proficient in using ticketing systems and generating reports.
  • Strong communication and interpersonal skills.
  • Familiarity with shift management and roster planning tools.

Preferred Qualifications:

  • Experience :- 3 to 4 years in Team Handling , Technical Support
  • ITIL certification or similar is an added advantage.
  • Excellent Communication

Kindly share your updated resume to

Job Type: Full-time

Pay: Up to ₹35,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

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