Technical Lead

Job Summary

Technical Lead - IT Support Location: Mumbai, Worli Exp: 5-8 Years

Responsibilities

• L2 IT Support: Handle L2-level desktop, laptop, Windows, software, hardware, and user issues. Take ownership of escalated tickets until closure.
• Network Support: Perform basic troubleshooting of LAN, Wi-Fi, DNS, DHCP, VLAN, VPN, and Internet connectivity. Coordinate with Network/Firewall teams for advanced issues.
• User Support: Support corporate users with Outlook, Teams, Microsoft 365, printers, peripherals, and business applications.
• Broking Operations Support: Provide priority support to critical broking/business users. Troubleshoot connectivity and application issues and ensure timely escalation during business/market hours.
• AD / Intune Support: Manage basic Active Directory, user accounts, groups, GPO, Intune, BitLocker, and endpoint-related issues.
• Office IT Infrastructure Support: VC systems, meeting rooms, access points, CCTV connectivity, printers, monitors, and other office IT infrastructure.
• Voice Support: Perform basic voice/telephony health checks and coordinate with OEM/service providers for voice-related issues.
• Team Leadership: Guide L1 engineers, allocate tickets, monitor progress, conduct knowledge sharing, and ensure proper shift handover.
• Incident RCA: Own major/recurring incidents, perform troubleshooting, prepare RCA, and drive corrective/preventive actions.
• Ticket SLA Management: Monitor ticket queues, priorities, and SLA. Ensure proper troubleshooting notes, escalation, and closure documentation.
• Security Compliance: Support endpoint security, patching, BitLocker, vulnerability remediation, and compliance with IT/security policies.
• Vendor Management: Coordinate with Network, Security, Application, Voice, OEM, and other vendors and follow issues through to closure.
• Documentation SOP: Maintain SOPs, troubleshooting checklists, asset information, and daily/weekly support reports.
• Client Coordination: Act as the day-to-day technical point of contact for corporate IT support and provide clear updates to client/business stakeholders.

Key Skills

• L2 IT Support
• Desktop and Laptop Support
• Windows Support
• LAN and Wi-Fi Troubleshooting
• DNS, DHCP, VLAN and VPN
• Active Directory
• Group Policy (GPO)
• Microsoft Intune
• BitLocker
• Microsoft 365
• Outlook and Microsoft Teams
• Hardware and Software Troubleshooting
• Incident and RCA Management
• Ticket and SLA Management
• Endpoint Security
• Vendor Coordination
• Team Leadership
• Client Coordination
• Documentation and SOP Management

Role Requirements

• Strong experience in L2-level IT support and troubleshooting.
• Ability to handle escalated tickets and take ownership until closure.
• Ability to coordinate with Network, Security, Application, Voice, OEM, and other teams.
• Ability to guide L1 engineers and manage ticket allocation and progress.
• Good communication and stakeholder coordination skills.
• Ability to support critical business/broking users and handle priority incidents.
• Willingness to work as per business/market-hour requirements where applicable.

Experience

5-7

Job Type

Full time

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