Team Lead IT Support

Team Lead Job Description Location - Whitefield, Bangalore Shift - Rotational Shift Job brief We are looking for a Team Lead to provide enterprise-level assistance to our customers, resolve network issues, configuring operating systems and using remote desktop connections to provide, immediate support. Responsibilities: Minimum 3- 5-year previous IT Tech support lead experience Reporting and data analysis skills Excellent communication skills and customer handling skills. Excellent organizational skills Incident Management experience Managing incidents including business expectations and communication. Excellent excel and presentation skills. Experience in collaborating with internal and Operations teams. Responsibilities managing complete tech support team members Experience with Knowledge management Experience in Vendor management Strong customer service, analytical, and problem resolution skills required. Experience in Service Desk application, KPI and SLA reporting. Imperative to be able to multitask and provide focused attention on high-priority issues to ensure all important activities are addressed in a timely manner. Must be able to manage effectively overall team stress and coach staff on stress-management techniques. Effective verbal and written communication skills are critical to keep upper management informed, influence decisions and develop healthy business relationships with our company's leaders Good-to-Have: An ITIL V3 / V4 Foundation qualification is preferable but not essential Knowledge of ITIL Processes Request, incident, problem and asset management. Project management experience Knowledge of cloud-telephony tools from reporting perspective Research and identify solutions to software and hardware issues. Diagnose and troubleshoot technical issues, including account setup and network configuration. Ask customers targeted questions to quickly understand the root of the problem. Requirements: 5+ years’ experience managing and troubleshooting Server and Windows systems applications. Ability to exercise judgment to determine appropriate solutions for customer’s technical issues. Telephony: Understanding of SIP, WebRTC, VoIP, analysis, troubleshooting call quality, Take complete ownership of supporting customer VoIP deployments by debugging issues and providing fixes. Should have basic knowledge in Azure, Microsoft Intune -MDM, Device Enrollments. Good troubleshooting skills in VMware, Citrix workspace, RDP system-based applications. Familiarity with DNS, Active Directory Services and protocols like SMTP, SNMP, etc. Promotes and solicits ideas within project team(s). Ability to handle critical customer issues/problems. Intermediate knowledge of hardware. Demonstrated proficiency with the following Technical Skills. Should have good Knowledge of TCP/IP networks and identifying the site down issues. Good verbal communication skills. Understanding of Firewall’s, DLP, EDR, Proxy concepts. Experienced in resolving issues affecting customer satisfaction. Working hours for this role varies depending on covering 24/7, With 2 Fixed week offs in a week. Fundamental understanding of ITSM, ITIL, or CMDB. Required Skill Set: MS Office, Windows Troubleshooting, ITIL, Basic Networking, Understanding on EDR , DLP Tools , Firewalls , VMware/ Citrix workspace Client setup troubleshooting , Active Directory, Basic Concepts of O365 Exchange admin, Microsoft MDM & Intune.