Lead Technical Support Engineer

As a skilled and motivated Tech Support Team Lead, your primary responsibility will be overseeing the day-to-day operations of the support desk. You will ensure timely resolution of customer issues related to access control systems, drive continuous improvement in customer satisfaction, and service excellence. Your role includes managing a team of technical support engineers handling Level 1 & 2 support, providing them with technical guidance on access control hardware and software. Additionally, you will supervise ticket management, ensure SLA compliance, and optimize resolution time. Your key responsibilities will involve: - Troubleshooting complex escalated issues and coordinating with engineering/product teams as necessary - Training team members on new technologies, procedures, and best practices - Developing and maintaining a knowledge base and support documentation - Monitoring team performance using KPIs and conducting regular audits of support quality Qualifications required for this role include: - Bachelor's degree in Electronics, IT, Computer Science, or a related field - Minimum of 5 years of experience in technical support, preferably in physical security or access control systems - Strong knowledge of access control protocols, networking fundamentals, and cloud-based platforms - Familiarity with systems like HID, ZKTeco, Suprema, Honeywell, or similar brands - Experience with helpdesk tools, strong problem-solving abilities, effective team management, and communication skills Additional details about the company were not provided in the Job Description.,