Support Lead
2 weeks ago
Role : Support Lead
Work Location : Delhi (WFO)
Role Specification:
- Proven work experience in technical support roles such as Technical Support Engineer or Desktop Support Engineer
- Lead and manage a team of support engineers to deliver timely and efficient post-production support.
- Hands-on experience in overseeing day-to-day support operations.
- Ability to diagnose, troubleshoot basic technical issues, and provide step-by-step technical help, both written and verbal
- Excellent problem-solving and communication skills
- Prioritize and assign support tickets, ensuring all issues are tracked, documented, and resolved within agreed SLAs.
- Act as the point of contact for escalations from users or senior management.
- Communicate regularly with stakeholders regarding system health, outages, incidents, and resolutions.
- Provide guidance, mentorship, and training to support engineers.
- Develop and maintain support documentation, FAQs and knowledge base articles.
- Continuously improve support processes, tools, and reporting.
- Good understanding of computer systems, mobile devices, and other tech products
- Familiarity with remote desktop applications and help desk software like Zendesk
- Hands-on experience with Windows, Linux, and Mac OS environments
- Additional certifications in Microsoft, Linux, Cisco, or similar technologies are advantageous
Education :
- Bachelor degree in information technology, Computer Science, or related field with 5+ years of experience
- Professional certifications like Microsoft Certified Systems Administrator (MCSA) are preferred.
Experience : 5+Years
Notice Period : Immediate
If interested, please share your updated resume on
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