Lead Tech Support Specialist

Role Overview: As the Lead Tech Support Specialist at Honeywell, you will play a crucial role in ensuring the smooth functioning of the company's IT systems. Your responsibilities will include overseeing support activities, providing technical expertise, and collaborating with cross-functional teams to resolve complex issues. Your knowledge and problem-solving skills will be essential in maintaining the technology infrastructure and shaping the future of IT support at Honeywell. Your expertise and contributions will be highly valued in driving excellence in IT support. Key Responsibilities: - Lead resolution of complex and escalated support cases, ensuring timely closure and maintaining high case hygiene standards. - Adhere to established support protocols to build strong client relationships and deliver consistent, high-quality service. - Analyze case trends and generate visual reports (charts, tables) to support decision-making and improve client outcomes. - Participate in client calls with ACSEs and senior engineers to accelerate resolution of Severity-1 and Severity-2 issues; initiate triage and pager duty when needed. - Collaborate with cross-functional teams (SE R&D, DevOps, Salesforce) to compile and present summaries of recurring client issues. - Champion the Queue Review initiative to enhance case hygiene and minimize SLA breaches through regular updates and team training. - Conduct one-on-one sessions with associates to review case queues, offer guidance, and ensure documentation standards are met. - Mentor seniors members on Gate Review and JIRA workflows to help reduce overall JIRA volume and improve process efficiency. Qualifications: - Proven track record in managing complex and escalated support cases with a focus on client satisfaction and process hygiene. - In-depth knowledge of Support 2.0 methodologies and their practical application in client-facing scenarios. - Strong analytical capabilities with experience in trend analysis and data visualization. - Excellent communication and collaboration skills, with demonstrated success in client engagement and internal teamwork. - Leadership experience in initiatives such as Queue Review and India Next Steps coordination. - Ability to coach and train associates on documentation standards and support best practices. - Proactive mindset with a commitment to continuous improvement in support operations. About Us: Honeywell is dedicated to helping organizations tackle the world's most complex challenges in automation, aviation, and energy transition. Through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments powered by our Honeywell Forge software, we provide actionable solutions and innovation to make the world smarter, safer, and more sustainable. Join us in driving innovation and success. Role Overview: As the Lead Tech Support Specialist at Honeywell, you will play a crucial role in ensuring the smooth functioning of the company's IT systems. Your responsibilities will include overseeing support activities, providing technical expertise, and collaborating with cross-functional teams to resolve complex issues. Your knowledge and problem-solving skills will be essential in maintaining the technology infrastructure and shaping the future of IT support at Honeywell. Your expertise and contributions will be highly valued in driving excellence in IT support. Key Responsibilities: - Lead resolution of complex and escalated support cases, ensuring timely closure and maintaining high case hygiene standards. - Adhere to established support protocols to build strong client relationships and deliver consistent, high-quality service. - Analyze case trends and generate visual reports (charts, tables) to support decision-making and improve client outcomes. - Participate in client calls with ACSEs and senior engineers to accelerate resolution of Severity-1 and Severity-2 issues; initiate triage and pager duty when needed. - Collaborate with cross-functional teams (SE R&D, DevOps, Salesforce) to compile and present summaries of recurring client issues. - Champion the Queue Review initiative to enhance case hygiene and minimize SLA breaches through regular updates and team training. - Conduct one-on-one sessions with associates to review case queues, offer guidance, and ensure documentation standards are met. - Mentor seniors members on Gate Review and JIRA workflows to help reduce overall JIRA volume and improve process efficiency. Qualifications: - Proven track record in managing complex and escalated support cases with a focus on client satisfaction and process hygiene. - In-depth knowledge of Support 2.0 methodologies and their practical application in client-facing scenarios. - Strong analytical capabilities with experience in trend analysis and data visualization. - Excellent communication and collaboration skills, with demonstrated success in client engagement and internal te