Lead Support Engineer

Position:Support Engineer - Lead

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

Shift:Night Shift (Mandatory)

Location:Pune

Job Overview:

We are looking for an experiencedSupport Engineer - Leadwith strong Windows Administrationexpertise, L1 & L2 support experience, and excellent client communication skills. The ideal candidate willbe responsible forleading support operations, ensuringtimelyissue resolution, andmaintainingseamless client communication.

Key Responsibilities:

• Perform advanced troubleshooting
• Manage and resolve L1 & L2 technical support issues
• Ensuretimelyincident resolution and system uptime
• Handle escalations and guidethe teamon 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:

• 6-10yearsof experience in Windows Administration and IT Support
• Strong background inL1 & L2 support operations
• Hands-on experienceintoolslikeintercomtoprovidecustomersupport will beplus
• Proventeam lead experience, managing technical support teams
• Excellent verbal and writtencommunication skills
• Hands-on experience with incident management and troubleshooting
• Night Shift availability isa must
• Client communication experienceis a big plus
• ITIL knowledge or certifications preferred (optional)

Note:Candidates must be comfortable with Night Shifts and client-facing roles.