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: * Lead and manage the support team, providing guidance and mentorship. * Handle and resolve L1 and L2 support tickets effectively. * Perform Windows Server administration tasks. * Monitor system performance and proactively address potential issues. * Ensure timely and accurate issue resolution within SLAs. * Maintain detailed records of all support activities. * Collaborate with other teams to resolve complex issues. * Communicate with clients professionally and effectively. * Escalate critical issues to the appropriate teams. * Participate in on-call rotations as required. * Develop and maintain support documentation and knowledge base articles. Qualifications: * Bachelor's degree in Computer Science or a related field. * 6-10 years of experience in IT support, with a focus on Windows Administration. * Proven experience in leading a support team. * Strong understanding of Windows Server operating systems (2012, 2016, 2019). * Proficiency in Active Directory, DNS, DHCP, and Group Policy. * Experience with L1 and L2 support processes. * Excellent troubleshooting and problem-solving skills. * Exceptional communication and interpersonal skills. * Ability to work independently and as part of a team. * Ability to work in a night shift. Skills: * Windows Server Administration * Active Directory * DNS * DHCP * Group Policy * L1 and L2 Support * Client Communication * Team Leadership