Key Responsibilities

• Lead and manage Desktop Support (L1/L2) and Network Support (L2) engineers
• Allocate tasks, monitor workloads, and ensure timely closure of tickets
• Act as the primary escalation point for technical and operational issues
• Provide hands-on support for desktop, network, and basic server issues when required
• Step in to handle support activities during engineer leave or absence
• Ensure adherence to SOPs, SLAs, and service quality standards
• Coordinate with clients, vendors, ISPs, and internal teams
• Review daily/weekly support reports and ensure proper documentation
• Train, mentor, and guide engineers to improve performance and efficiency
• Continuously improve processes and operational effectiveness

Technical Skills Required

• Strong hands-on experience in desktop support (Windows OS, hardware, printers, peripherals)
• Good knowledge of networking concepts (LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP)
• Experience handling routers, switches, firewalls, and access points
• Ability to troubleshoot hardware failures, part replacement, and system upgrades
• Experience using remote support tools and ticketing systems
• Understanding of IT AMC operations and managed IT services environments

Requirements / Eligibility Criteria

• Minimum 4–6 years of hands-on IT support experience
• Experience handling both desktop and network support
• Prior experience as a senior engineer / team lead is preferred
• Educational Qualification: Diploma / ITI / Any Graduation
• Strong communication, coordination, and problem-solving skills
• Ability to work independently and manage multiple priorities
• Willingness to travel to client locations when required