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 SupportStrong background in L1 & L2 support operationsHands-on experience in tools like intercom to provide customer support will be plusProven team lead experience , managing technical support teamsExcellent verbal and written communication skillsHands-on experience with incident management and troubleshootingNight Shift availability is a mustClient communication experience is a big plusITIL knowledge or certifications preferred (optional)Note : Candidates must be comfortable with Night Shifts and client-facing roles.