V2Solutions - Technical Support Lead

Tech Support Lead (AWS / Devops)

Location : Vashi, Navi Mumbai

Hiring mode : Work from Office

Exp : 4 to 7 years

Job Description :

Advanced Technical Support :

1. Resolve escalated technical issues beyond Level 2 capabilities.

2. Perform in-depth troubleshooting across hardware, software, and network domains.

3. Develop and implement long-term solutions for recurring problems.

Team Leadership :

1. Mentor and guide Level 2 support engineers.

2. Facilitate onboarding and knowledge sharing.

3. Promote best practices in customer service and technical Collaboration :

1. Liaise with engineering and product teams to relay user feedback and technical challenges.

2. Coordinate with internal departments for issue resolution and project execution.

Documentation & Knowledge Management :

1. Maintain detailed documentation of complex issues and resolutions.

2. Ensure internal knowledge base is current and accessible.

Process Improvement :

1. Analyze support metrics to identify inefficiencies.

2. Recommend and implement process enhancements to improve user satisfaction.

Customer Engagement :

1. Handle high-priority user issues directly.

2. Ensure clear communication and follow-up for resolution confirmation.

Mandatory Skillset :

Strong understanding of :

• Hardware and operating systems (Windows, macOS, Linux)
• Productivity tools (Microsoft Office, email clients)
• Service Desk and ITSM tools (preferably ServiceNow, Jira)

Technical proficiency in :

Familiarity with :

Required Experience :

(ref : hirist.tech)