Senior IT Support Engineer/Lead

Job Description:

Please find below JD for Senior IT Support Engineer/Team Lead

Visit us on: www.rysun.com

Job Title: Senior IT Support Engineer/Team Lead

Location: Ahmedabad

About the Role:

Job Overview:

We are seeking an experienced and proactive IT Support Lead to oversee daily IT support operations, ensure high-quality service delivery, and lead a team of support engineers. The ideal candidate will manage incidents, resolve technical issues, and implement best practices to enhance user satisfaction and system uptime.

Key Responsibilities:

• Lead and mentor the IT support team to ensure timely and effective resolution of IT issues (hardware, software, network, and systems).
• Monitor and manage IT service desk tickets, prioritizing and escalating as needed.
• Develop and enforce support processes, SLAs, and documentation standards.
• Coordinate with infrastructure, security, and application teams for issue resolution and project support.
• Conduct root cause analysis for recurring problems and recommend long-term solutions.
• Maintain inventory of IT assets and ensure compliance with IT policies and procedures.
• Provide reporting and analytics on ticket trends, team performance, and user feedback.
• Support onboarding/offboarding processes and ensure timely provisioning/de-provisioning of access and equipment.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Strong technical knowledge of Windows/Mac OS, Active Directory, O365, networking, and remote support tools.
• Proven leadership and team management experience in a fast-paced IT support environment.
• Excellent communication, problem-solving, and customer service skills.
• ITIL certification (preferred).

Job Type: Full-time

Pay: ₹500,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Shift:

• Day shift

Work Days:

• Monday to Friday

Language:

• English (Preferred)

Work Location: In person