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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