Technical Support Team Lead

Gurgaon, Haryana
Permanent
Full-time

1 month ago

Join our Team as a Technical Support Team LeadLocation: GurgaonAbout the role:Are you a natural leader with a passion for technology and customer service? As a Technical Support Team Lead, you’ll guide and support a team of First Line Technical Engineers, helping them grow their skills, deliver exceptional service, and resolve complex issues. You’ll play a key role in incident management, customer satisfaction, and continuous improvement, working closely with internal teams and third-party suppliers. If you thrive in a fast-paced environment and enjoy being at the forefront of technical support, this is your opportunity to lead from the front.What makes you a great fit:

Minimum 2 years’ experience in a technical or administrative role
At least 1 year of experience leading a team in a contact centre or customer-facing environment
Strong knowledge of VoIP infrastructure and protocols
Experience supporting cloud-based and on-premise telephony solutions
Familiarity with networking (LAN/WAN), SIP, and Mitel or similar platforms (desirable)
ITIL Foundation certification (desirable)
Excellent communication and interpersonal skills
Calm under pressure with strong problem-solving abilities
Highly organised, proactive, and detail-oriented
Passionate about coaching and developing others
Able to manage complex environments and coordinate multiple stakeholders

Key responsibilities:

Lead and support a team of First Line Technical Engineers
Implement and manage Incident Management procedures
Act as Incident Manager and primary customer interface for operational issues
Build relationships with third-party suppliers and manage escalations
Monitor team performance against SLAs and expedite urgent tickets
Conduct quality checks and provide feedback to team members
Collaborate with internal departments to resolve technical issues
Assist with customer and internal reporting
Support training, coaching, and onboarding of new team members
Contribute to process improvements and customer satisfaction initiatives
Maintain accurate and up-to-date ticket and documentation records
Assist with implementation and support projects as needed

Perks for our People:

Holidays: 18 days annual leave, + 6 public holidays
Other Leave: 7 days casual leave, 7 days sick leave
Development: In-House Training Academy
Wellbeing: Mental Health support

Who we are:Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.Our values:We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.ED&I:We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.We're the UK’s leading business telephony and cloud communications provider.Delivering IT services, contact centre technology, unified comms, fixed-line voice, connectivity, and managed cloud solutions.

Onecom

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