Scope of the Role :
The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.
IT Technical support team Leader has to provide assistance and guidance to engineer teams , Responsible for the day-to-day maintenance of the application systems in operation, identifying training needs, overseeing daily operations, implementing company procedures, preparing reports, and assessing personnel performance.
Responsibilities
Oversee the day-to-day operations of the Technical Support Team.
Act as a senior agent who will drive customer satisfaction through customer support Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions.
Act as a mentor and provide oversight, coaching, and training to technical support staff.
Be the point of contact when it comes to technical escalations • Record and track team SLAs and workflows.
Provide support where needed for both internal and external customers.
Assist in the creation of the team KPIs as well as monitor and report on results.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Review all technical support related processes and documentation for continuous improvement.
Be available 24/7 for offsite support and willing to travel and assist in all ICT matters
for India.
Hands-on experience with Windows Client /Server OS environments.
Good understanding of computer systems and other tech Product.
Familiarity with remote desktop applications and help desk software.
Ability to provide step-by-step technical help, both written and verbal.
Technical Knowledge : Troubleshooting, Computer Network, Networking, OS installation, DNS/DHCP, switching, Routing , Server Active directory, Hard drive, group policy.
Qualification :
A degree/ specialization in Information Technology and/ or related discipline
Additional Certificate from cisco, Jetkng, google is plus
Minimum 5 Years of Experience in Required Field
Worked in an organization that is service-orientated and fast-paced.
Good Communication skills / Customer Oriented skills
Job Type: Full-time
Salary: ₹250,000.00 – ₹600,000.00 per year
Benefits:
Shift:
Education:
Experience:
Primary Skills: · Windows Server Administration, implementation, configuration, and management. · Windows OS management on laptops, desktops. · Managing complete...
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