Technical Team Leader – IT Products & Technical Support
Company: Assistara Global Service Ltd.
Location: Sector 136, Noida, Uttar Pradesh
Experience: Minimum 5 Years
Employment Type: Full-time
Department: Technical Operations
About Assistara Global Service Ltd.
Assistara Global Service Ltd. is looking for a highly motivated and technically strong Technical Team Leader to join our growing operations team at our Sector 136, Noida location.
The ideal candidate should have strong hands-on experience in technical support, printers, antivirus solutions, computer hardware/software, troubleshooting, and IT products, along with proven experience in team handling and performance management.
If you are a technically skilled professional who enjoys solving complex customer issues, mentoring teams, and driving operational performance, this opportunity is for you.
Job Summary
As a Technical Team Leader, you will be responsible for leading a team of technical support professionals and ensuring the timely and effective resolution of customer and technical issues.
You will act as the key link between the technical team, management, sales, and customers. The role requires a combination of technical expertise, leadership skills, customer-handling ability, and operational discipline.
Key ResponsibilitiesTechnical Support & Troubleshooting
- Lead a team handling technical support for printers, antivirus, software, hardware, and other IT products.
- Provide technical guidance and assistance to team members for complex issues.
- Troubleshoot printer hardware, software, connectivity, installation, configuration, and driver-related issues.
- Handle antivirus installation, configuration, update, compatibility, and troubleshooting issues.
- Diagnose computer hardware/software and peripheral-related problems.
- Ensure technical queries and customer complaints are resolved within defined SLAs.
- Take ownership of critical technical escalations and ensure timely resolution.
- Identify recurring issues and recommend corrective and preventive solutions.
- Maintain and update technical troubleshooting guides, FAQs, and SOPs.
Team Management
- Manage, mentor, coach, and motivate a team of technical support executives.
- Monitor daily team performance and ensure achievement of operational KPIs.
- Conduct regular team briefings, coaching sessions, and performance reviews.
- Identify individual performance gaps and implement improvement plans.
- Ensure proper allocation and distribution of workload within the team.
- Maintain team discipline, attendance, productivity, and process adherence.
- Support new employees during onboarding, training, and nesting.
- Build a positive, collaborative, and customer-focused team environment.
Quality & Operations
- Monitor technical interactions to ensure adherence to quality standards.
- Track key metrics including AHT, SLA, FCR, CSAT, productivity, resolution rate, and quality scores.
- Prepare daily/weekly/monthly performance reports and share insights with management.
- Ensure compliance with company policies, technical processes, and service standards.
- Coordinate with Sales, Operations, Quality, and other departments for effective issue resolution.
- Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.
Customer & Escalation Management
- Handle high-priority customer complaints and technical escalations.
- Communicate technical solutions clearly to customers and internal stakeholders.
- Ensure a professional and customer-centric approach in all interactions.
- Follow up on unresolved issues until complete closure.
- Maintain strong customer relationships through timely and effective support.
Required Qualifications & Experience
- Minimum 5 years of relevant experience in Technical Support / IT Support / Technical Operations.
- Minimum 1–2 years of experience in a Team Leader or supervisory role preferred.
- Strong hands-on experience with printers and printer troubleshooting.
- Good knowledge of antivirus software, computer hardware, operating systems, software, peripherals, and basic networking.
- Experience handling technical escalations and customer complaints.
- Proven ability to manage, coach, and motivate a technical support team.
- Strong knowledge of operational KPIs and performance management.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Good knowledge of MS Office, particularly Excel and reporting tools.
- Willingness to work in rotational/US shifts if required.
Preferred Skills
- Strong technical troubleshooting skills.
- Excellent team-management and leadership abilities.
- Customer-focused approach.
- Strong decision-making and escalation-management skills.
- Ability to work under pressure in a fast-paced environment.
- Strong interpersonal and communication skills.
- Ability to train and develop technical support executives.
- Good understanding of SLA-driven support operations.
- Strong ownership and accountability.
Key Performance Indicators
The Technical Team Leader will be responsible for maintaining and improving:
- First Call/First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- SLA Adherence
- Technical Resolution Rate
- Quality Scores
- Team Productivity
- Escalation Resolution
- Attendance & Schedule Adherence
- Customer Complaint Resolution
- Process Compliance
Why Join Assistara Global Service Ltd.?
- Opportunity to work with a growing organization.
- Leadership role with direct team-management responsibilities.
- Exposure to a wide range of IT products and technical solutions.
- Professional and performance-driven work culture.
- Career growth and development opportunities.
- Opportunity to lead, mentor, and develop a high-performing technical team
Pay: ₹75,000.00 - ₹110,000.00 per month
Work Location: In person
