Team Lead-Tech support

Team Lead Technical Support

Location: Pune

Experience: 7–10 Years

Team Size: 15-20 Technical Support Agents

Employment Type: Full-time

Role Overview

We are looking for a Team Lead – Technical Support to manage a team of 15-20 support agents and ensure timely resolution of technical issues related to CCTV, networking, connectivity and surveillance systems. The role requires a combination of strong technical troubleshooting skills and proven team-management capabilities. Key Responsibilities

• Lead and manage a team of 15-20 Technical Support Agents.

• Provide L1/L2 support for CCTV and E-Surveillance-related issues. • Troubleshoot IP Cameras, NVR/DVR, routers, switches, PoE, HDD and network connectivity.

• Diagnose issues related to IP addressing, DHCP, DNS, NAT, LAN/WAN and Internet/4G connectivity

. • Handle critical incidents and act as the first escalation point. • Coordinate with Field Engineers, Network Teams and other stakeholders for resolution.

• Analyse recurring issues and drive RCA and corrective actions.

• Conduct regular team reviews, coaching and technical training.

• Maintain troubleshooting SOPs and knowledge base. Must-Have Skills • Strong understanding of Networking – TCP/IP, IP addressing, subnetting, DHCP, DNS, NAT, routers and switches.

• Hands-on knowledge of CCTV/IP Surveillance, Intrusion Alarm System, NVR/DVR, ONVIF, RTSP and video streaming

• Experience troubleshooting connectivity, camera, recording and storage/HDD issues.

• Strong team leadership and people-management skills.

• Strong analytical, communication and escalation-management skills. Qualification & Experience

• Bachelor's/Diploma in IT, Computer Science, Electronics, Networking or related field.

• 7–10 years of experience in Technical Support, Networking, CCTV, ESurveillance or IT Infrastructure.

• 2–5+ years of team-management experience preferred. Ideal Candidate A hands-on technical leader who can independently troubleshoot networking and CCTV issues, effectively manage a 15-member support team, and drive SLA-focused, customer-centric technical operations.