Tech Support Lead

Job Description

Overview:We are looking for Level 2 Technical Support Lead who is responsible for overseeing complex technical issues and providing advanced support to end users and Level 2 support engineers and technical engineers. This role involves deep technical expertise, effective team leadership, and collaboration with other departments to ensure high quality support services. The Technical Lead will mentor junior team members and drive continuous improvement in support processes.Key Responsibilities: Advanced Technical Support: Investigate and resolve escalated technical issues that Level 2 analysts are unable to resolve. Conduct in depth troubleshooting for hardware, software, and network problems. Develop and implement solutions for recurring technical issues. Team Leadership: Mentor and train Level 2 support engineers, providing guidance on troubleshooting techniques and customer service best practices. Assist in onboarding new team members and facilitate knowledge sharing within the team. Collaboration and Communication: Serve as a liaison between support, engineering, and product teams to communicate user feedback and technical challenges. Coordinate with other departments to ensure timely resolution of issues and project completion. Documentation and Knowledge Management: Create and maintain detailed documentation of complex issues and solutions for internal knowledge base. Ensure that knowledge base articles are up to date and accessible to the support team. Process Improvement: Analyze support trends and metrics to identify areas for improvement in support processes and tools. Propose and implement changes to enhance efficiency and user satisfaction. Customer Engagement: Engage directly with users for high priority issues, ensuring a clear understanding of their needs and expectations. Follow up with users to confirm resolution and satisfaction.Qualifications: Bachelor s degree in Computer Science, Information Technology, or a related field Relevant certifications in Project Management (e.g. PMP, Prince2) is a plus. Certification in ITIL, AWS is preferableExperience: Minimum 5 years of experience in technical support, with at least 1 2 years in a lead or supervisory role. Proven experience troubleshooting complex technical issues. Previous experience in a customer facing IT support role. Experience with ITIL processes and service management tools.Skills: Understanding of common hardware, operating systems (Windows, macOS, Linux), productivity software (e.g., Microsoft Office, email clients), Service Desk Software, ITSM Tools (preferably ServiceNow, Jira) Knowledge of AWS services (EC2, S3, Lambda, RDS, CloudWatch, etc.). Proficiency in one or more programming languages such as Java, .Net, or Python. Knowledge of databases (SQL, NoSQL) and experience with RDS, DynamoDB, or other AWS database services Basic understanding of New Relic, Database (PostgreSQL) are required Utilize Java, .Net, or Python to develop scripts, tools, and automation for AWS management and optimization tasks. Excellent problem solving, analytical, and troubleshooting skills. Strong leadership, communication, and interpersonal skills.Working Conditions: Work from Office (Mumbai) Require rotational shifts, including weekends and holidays, depending on the shift roster About V2Solutions:V2Solutions is a leading IT Services and Engineering company dedicated to delivering comprehensive Digital Transformation solutions to over 400 organizations globally. Our services encompass Digitization Transformation, Cognitive Technology, Engineering Products Apps, Cloud Data Processing, IoT, and Salesforce CRM Solutions. Established in 2003 and headquartered in Santa Clara, California, we pride ourselves on being an ISO 9001 2015 certified and Great Place to Work certified company. With a team of over 900 Talented Happy Vibrants spread across the US and global delivery centers in Mumbai, Bangalore, Baroda, and Udaipur, we collaborate closely with clients ranging from startups to large enterprises, assisting them in building next gen digital processes and solutions to achieve sustained business vitality and deliver exceptional customer experiences. You can explore more at www.v2solutions.comSocial Handle: https: / / www.linkedin.com / company / v2solutions