Team Leader- Tech Support- Mumbai

JOB DESCRIPTION:

Roles and Responsibilities:

• Solid technical background with an ability to give instructions to anon-technical audience
• Customer-service oriented with a problem-solving attitude
• Responds to tickets, telephone calls, emails, and personnel requests fortechnical support.
• Documents, tracks, and monitors all technical support interactions toensure a timely resolution and maintains thorough communication with the useruntil the technical support request can be closed.
• Demonstrates strong knowledge of commonly used concepts, practices, andprocedures within IT industry standards and corporate technical supportprocedures.
• Uses strong analytical skills to diagnose problems (hardware, software, network, etc. ) and determine appropriate solutions.
• Research questions using pre-documented instructions and SOPs to performthe jobs functions and quickly escalate urgent problems.
• Maintains, analyses, troubleshoots, and repairs computer systems, hardware, and peripherals and stays current with system information, changes, and updates.
• Maintains accurate hardware, software, and consumables inventory.
• Weekly analysis of service desk tickets and report weekly metrics and KPIreporting to upper management.
• Regular review of IT Service Desk policies and procedures to ensureconsistency with the current environment.
• Understanding of the day-to-day operations and experience in deliveringimprovement initiatives and providing Key KPIs. Bringing and bridging teams towork as one for the overall benefit of the business.
• Deep knowledge of administration and service processes. Expertknowledge in the required functional area
• Organize training and/or decide for a team member to receive training onthe latest and best practices in handling technical support-related issues

To be tailor-fit for the above skillsets, you need to have:

• Bachelor (4-year) degree, with a technical major, such as engineering, BSc (IT), or Computer Science.
• Excellent written and verbal communication skills.
• At least 3 years of proven work experience as a Technical support teamlead and should have experience in handling a minimum of 4-5 people team
• Team management skills
• ITIL Foundation certification is a plus.
• MCP- Windows 7/10 Desktop.

Core Competencies:

• Service Orientation - Should be aware of both - the internal as well as external customers and their needs; and is committed to meeting the customers evolving, long-term needs - the focus is on SERVICE
• Result Orientation - Should be able to direct efforts towards developing and implementing realistic action plans to meet business objectives; with a sense of urgency - the focus is on achieving RESULTS
• Initiative - One must not only understand and accept the responsibilities towards his/her job; but also proactively work towards identifying challenges and its resolution - the focus is on seeking SOLUTIONS
• Professionalism - Should have in-depth knowledge of all functions and display not only the required skill set but also ethics and integrity while conducting the job - the focus is on PROFESSIONALISM
• Cooperation - One must ensure completion of all tasks at hand and simultaneously extend support to team members and display joint ownership towards achieving business objectives - the focus is on TEAMWORK
• Communication/Feedback - Should believe in providing feedback to other associates and receiving feedback to enhance performance, thereby meeting business objectives - the focus is on OPEN COMMUNICATION

Other Benefits:

• Medical Insurance (self-coverage): Includes Group Mediclaim policy and Group Personal Accident Policy.
• Long-Term Investment & Engagement Plan: This is an employee incentive plan introduced to encourage, reward, and incentivize eligible employees towards long-term engagement, optimize their performance, and enable them to partake in the growth of the Organization and further its best interests.
• Transportation support: Bus facility (where available) is allocated to you based on your requirements and availability of seats.
• Focus on individual career growth : via career aspirations discussions, rewards & and recognition, and long service awards.
• Career Enhancement programs through Continuous Learning, Upskilling, and Training.
• Focus on Holistic Well-being : The Wellness Corner: Access to a mobile application that provides expert guidance on physical, emotional, and mental well-being to you and your immediate family members.
• Support Mechanisms: Various support mechanisms like buddy programs for new joiners, childcare facilities for new mothers, etc. are made available for our Associates.
• Health Check-up Camp: Access to a mobile application that provides expert guidance on physical, emotional, and mental well-being to you and your immediate family members.

Working Model: Work-from-office

Hiring Process:

Your interaction with us will include, but not be limited to,

• Technical / HR Interviews
• Technical / Behavioral Assessments

Finally, our people are our most valuable asset; if you agree with us on this, we would love to meet you