Technical Support Team Lead

Experience: 8 + years Education: BE/B. Tech/MCA/MTech (Preferably CS/IT) Technical Skills Required Mandatory: Product and Application Support Must have good experience in product and application support with sound knowledge of Networking and IT Infrastructure. Must have worked on supporting any enterprise security applications like zero trust, identity management solutions and multifactor authentication solutions. Any support experience in virtualization products coming from Citrix, Microsoft, Dell, etc. Should have worked with any reverse proxy solutions. Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc. Must have knowledge of OWASP Application Security Guidelines. Must know how typically big enterprise support products installation and upgraded are managed and how patch management is done. Knowledge of PowerShell scripting, Linux shell scripting and Python. Infra Support Excellent knowledge of Windows Server Operating Systems and roles - Active Directory, Group Policies, Remote Desktop Services, IIS, FSMO roles. Process data analyzing, Windows sys- internals tools knowledge will be added on. Batch and PowerShell scripting will be desirable. Work experience in Client-side operating systems - Windows 7,8,10 are must Very good Working knowledge of Linux & Mac operating systems Good knowledge of Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analyzing, Prior experience in working with Wireshark, Nmap, Debug view, etc. Knowledge of VAPT analysis and security knowledge about security software such as DLP, and firewalls (Endpoint security is added) Support Management and Tools knowledge Good knowledge of L1 and L2 Ticket tracking tools Good Knowledge of Service Level Management tools Should be able to manage escalations and the agreed and provided SLA for various clients Should be able to provide reports for any escalations, Root cause Analysis (RCA), and Productivity reports Must make sure escalations are managed at the root level and there are zero repeat escalations Must Have Knowledge Virtualization Technologies - Citrix, VMware, Red Hat, etc. OS Knowledge - Microsoft/Linux Expert-level Troubleshooting and Analytical skills Medium to expert level knowledge on Microsoft Active Directory, Networking, Cybersecurity, etc. Nice to have: Knowledge of Windows kernel Drivers Kubernetes and Container technologies Prior experience in support ticketing tools and processes Experience in documentation Certifications - ITIL3 or ITIL4 Soft Skills Required Strong communication skills (written and Verbal) Team Management Clarity of thought User-centric approach Sincere Proactive Self-motivated Logical bent of mind (Analytical) Flexible/adaptable Strong verbal communication skills Role and Responsibilities: To provide solutions, not workarounds Good listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are required Make sure Support deliveries are under SLAs Managing the Team under you. Provide Solution documents, KB articles & RCAs and make sure team members are following the process Proactively involve in escalations and make sure customer commitments are met Coordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolution Good with Statistical data, analyze priorities and involve in the product improvement discussions Work as a leader of special or ongoing requirements Use appropriate judgement during critical environments Reproduce customer issues and if required, analyse the root cause; Check and verify any viable solutions available other than development – such as creating scripts, simple solutions etc. Open to travel to client location for escalation. Founded in 2012, Accops is a leading provider of secure remote access and digital workspace solutions, enabling organizations to maintain control and governance while offering flexibility to work from any device. Accops offers a comprehensive Digital Workspace suite that includes Zero Trust-based Application Access Gateway, End-User Computing (EUC) Virtualization via VDI, robust Identity & Access Management (IAM) solutions such as Multi-Factor Authentication (MFA) and Single Sign-On (SSO), and thin client hardware and software solutions. Accops addresses modern remote work challenges by delivering secure, instant access to business applications. Its solutions protect against network threats and unauthorized access, critical in today’s work-from-anywhere environment. Unlike traditional, multi-product approaches, Accops' pre-integrated suite reduces complexity and deployment time, ensuring faster and more agile implementation. Headquartered in Pune, Accops has become a significant player in the End-User Computing (EUC) virtualization domain, offering a one-stop solution for organizations seeking to deploy secure remote work infrastructures. Its products, including the Nano OS for secure containerization on BYOD devices, and extensive MFA and SSO capabilities, ensure robust data protection and strong identity management. Part of Jio Platforms Ltd, Accops continues to innovate and enhance digital workspace solutions with a focus on security, user experience, and operational efficiency.

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