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Technical Lead
Infinite Computer Solutions
posted 10hr ago
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Job Description
Job Description - Technical Service Desk - Lead
Position: Technical Lead
Experience: 5- 7 years
Location: Vizag
Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers' success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Job Type: Full-time Responsibilities:
- Lead and manage the technical support team, ensuring high-quality service delivery and customer satisfaction.
- Resolve complex technical issues and provide guidance to team members on advanced troubleshooting techniques.
Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.
- Oversee the ticketing system, ensuring timely resolution of incidents and service requests.
- Develop and implement service desk policies, procedures, and best practices.
- Conduct regular training sessions and workshops for team members to enhance their skills.
- Analyze service desk metrics and KPIs to identify trends and areas for improvement.
- Collaborate with IT teams to implement solutions that enhance service desk operations.
Escalate complex issues to senior team members or other IT departments as necessary.
- Assist in the development and maintenance of knowledge base articles.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services
- Participate in team meetings and contribute to process improvement initiatives.
- Mentor junior staff and assist in training new team members.
- Experience with Active Directory and user account management.
- Basic knowledge of networking concepts and troubleshooting.
- Basic knowledge on Windows 10 / 11.
- Knowledge of MS Office troubleshooting.
- Excellent Communication Skills is a must
Skills:
Windows Desktop Support, Service Desk, Wired & Wireless, Troubleshooting, Mac Support, Active Directory, Networking, Windows 10/11, MS Office support and troubleshooting, Excellent communication skills, ITSM Tools, ITIL, ServiceNow, JIRA.
Qualifications:
-Any Graduate (10+3), bachelor s degree in computer science, Information Technology, or related field (preferred).
- Excellent Verbal and communication skills.
- 5+ years of experience in a technical support role, with at least 2 years in a leadership position.
- In-depth knowledge of Windows and Mac operating systems, network protocols, and enterprise applications.
- Proven experience with ITIL framework and service management best practices.
- Exceptional problem-solving skills and ability to work under pressure.
- Strong leadership and mentoring abilities.
Preferred Skills:
- Advanced certifications such as ITIL Expert, CompTIA Network+, or relevant vendor certifications (e. g. , Microsoft, Cisco).
- Experience with cloud technologies and SaaS applications added advantage
- Familiarity with automation tools and processes to improve service efficiency.
** Part of SOW - (Managed Capacity - Service Desk)
Position: Technical Lead
Experience: 5- 7 years
Location: Vizag
Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers' success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Job Type: Full-time Responsibilities:
- Lead and manage the technical support team, ensuring high-quality service delivery and customer satisfaction.
- Resolve complex technical issues and provide guidance to team members on advanced troubleshooting techniques.
Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.
- Oversee the ticketing system, ensuring timely resolution of incidents and service requests.
- Develop and implement service desk policies, procedures, and best practices.
- Conduct regular training sessions and workshops for team members to enhance their skills.
- Analyze service desk metrics and KPIs to identify trends and areas for improvement.
- Collaborate with IT teams to implement solutions that enhance service desk operations.
Escalate complex issues to senior team members or other IT departments as necessary.
- Assist in the development and maintenance of knowledge base articles.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services
- Participate in team meetings and contribute to process improvement initiatives.
- Mentor junior staff and assist in training new team members.
- Experience with Active Directory and user account management.
- Basic knowledge of networking concepts and troubleshooting.
- Basic knowledge on Windows 10 / 11.
- Knowledge of MS Office troubleshooting.
- Excellent Communication Skills is a must
Skills:
Windows Desktop Support, Service Desk, Wired & Wireless, Troubleshooting, Mac Support, Active Directory, Networking, Windows 10/11, MS Office support and troubleshooting, Excellent communication skills, ITSM Tools, ITIL, ServiceNow, JIRA.
Qualifications:
-Any Graduate (10+3), bachelor s degree in computer science, Information Technology, or related field (preferred).
- Excellent Verbal and communication skills.
- 5+ years of experience in a technical support role, with at least 2 years in a leadership position.
- In-depth knowledge of Windows and Mac operating systems, network protocols, and enterprise applications.
- Proven experience with ITIL framework and service management best practices.
- Exceptional problem-solving skills and ability to work under pressure.
- Strong leadership and mentoring abilities.
Preferred Skills:
- Advanced certifications such as ITIL Expert, CompTIA Network+, or relevant vendor certifications (e. g. , Microsoft, Cisco).
- Experience with cloud technologies and SaaS applications added advantage
- Familiarity with automation tools and processes to improve service efficiency.
** Part of SOW - (Managed Capacity - Service Desk)
Employment Type: Full Time, Permanent
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People are getting interviews at Infinite Computer Solutions through
People are getting interviews through
(based on 83 Infinite Computer Solutions interviews)
Job Portal
Campus Placement
Referral
Company Website
Walkin
Recruitment Consultant
54%
14%
6%
4%
2%
1%
19% candidates got the interview through other sources.
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Confidence
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High Confidence means the data is based on a large number of responses received from the candidates.
What people at Infinite Computer Solutions are saying
Rating based on 72 Technical Lead
reviews
Anonymous · IT Support
in Bangalore / Bengaluru
Likes
You will get job immediately, if you agree for the lowest package in the market.
Dislikes
Senior Leadership they done know what they speak, they don't know how they behave, they are happy until lowest expenses are running the process. First time in my entire career I heard Layoff, just because of organization expenses. The people who mess with me will face more drastic situation in their life, for than what they have done..Read More
Read 72 reviewsTechnical Lead salary at Infinite Computer Solutions
reported by
793
employees
with 5-14
years exp.
₹9
L/yr - ₹28.5
L/yr
At
par with the average Technical Lead Salary in India
View more details
What Infinite Computer Solutions employees are saying about work life
based on 1.3k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Infinite Computer Solutions Benefits
Submitted by Company
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