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Lead Technical Support Engineer

Lead Technical Support Engineer

Concentric AIPune, Maharashtra, India
3 days ago
Job description

Position : Support Engineer - Lead

Experience : 6 – 10 Years (Windows Admin, L1 & L2 Support)

Shift : Night Shift (Mandatory)

Location : Pune

Job Overview :

We are looking for an experienced Support Engineer - Lead with strong Windows Administration expertise, L1 & L2 support experience, and excellent client communication skills. The ideal candidate will be responsible for leading support operations, ensuring timely issue resolution, and maintaining seamless client communication.

Key Responsibilities :

  • Perform advanced troubleshooting
  • Manage and resolve L1 & L2 technical support issues
  • Ensure timely incident resolution and system uptime
  • Handle escalations and guide the team on technical challenges
  • Communicate effectively with global clients, providing status updates and solutions
  • Collaborate with internal teams to improve support processes
  • Maintain documentation, SOPs, and reports

Requirements :

  • 6-10 years of experience in Windows Administration and IT Support
  • Strong background in L1 & L2 support operations
  • Hands-on experience in tools like intercom to provide customer support will be plus
  • Proven team lead experience , managing technical support teams
  • Excellent verbal and written communication skills
  • Hands-on experience with incident management and troubleshooting
  • Night Shift availability is a must
  • Client communication experience is a big plus
  • ITIL knowledge or certifications preferred (optional)
  • Note : Candidates must be comfortable with Night Shifts and client-facing roles.

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    Technical Support Engineer • Pune, Maharashtra, India