Lead Support Engineer

Position: Support Engineer - Lead Experience: 6 – 10 Years (Windows Admin, L1 & L2 Support) Shift: Night Shift (Mandatory) Location: Pune Job Overview: We are looking for an experienced Support Engineer - Lead with strong Windows Administration expertise, L1 & L2 support experience, and excellent client communication skills. The ideal candidate will be responsible for leading support operations, ensuring timely issue resolution, and maintaining seamless client communication. Key Responsibilities: Perform advanced troubleshooting  Manage and resolve L1 & L2 technical support issues Ensure timely incident resolution and system uptime Handle escalations and guide the team on technical challenges Communicate effectively with global clients, providing status updates and solutions Collaborate with internal teams to improve support processes Maintain documentation, SOPs, and reports Requirements: 6-10 years of experience in Windows Administration and IT Support Strong background in L1 & L2 support operations Hands-on experience in tools like intercom to provide customer support will be plus Proven team lead experience, managing technical support teams Excellent verbal and written communication skills Hands-on experience with incident management and troubleshooting Night Shift availability is a must Client communication experience is a big plus ITIL knowledge or certifications preferred (optional) Note: Candidates must be comfortable with Night Shifts and client-facing roles.    

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