Lead Tech Agent/Sr. Tech Agent
- Apex Systems
- 10 - 15 years
- Bengaluru
- 3 months ago
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Job Description
Position: Lead Service Desk
Required Skills and Experience:
Lead Technical Agent
- Looking for a Lead Helpdesk Technical Agent having around 7+ yrs of experience in support /helpdesk roles with at least 2+ years in Lead role.
- Looking for a Sr. Helpdesk Technical Agent having around 5+ yrs of experience in support /helpdesk roles.
- Strong technical background and a track record of leading helpdesk operations in a fast-paced environment.
- Provide advanced troubleshooting and support for desktops, laptops, printers, mobile devices, and other peripherals.
- Expertise in Windows OS, Active Directory, Office 365, and common enterprise software/tools.
- Strong knowledge of IT service management tools (e.g., ServiceNow, JIRA).
- Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Ensure timely and accurate resolution of incidents, requests, and problems.
- Lead and mentor the IT help desk team, ensuring efficient handling of support requests.
- Serve as the point of escalation for complex technical issues.
- Monitor help desk performance metrics and ticket queues to maintain SLA compliance.
- Conduct regular team meetings, reviews, and training sessions.
- Drive continuous improvement in helpdesk processes and service delivery.
- Maintain documentation, standard operating procedures (SOPs), and knowledge base articles.
- Track and report KPIs such as ticket resolution time, customer satisfaction, and issue trends.
- Ensure compliance with IT policies, data privacy standards, and security protocols.
- Train and mentor junior helpdesk team members.
- Exposure to endpoint security tools, backup systems, or cloud platforms (Azure, AWS).
- Ability to work independently with little direction and supervision.
- Superior interpersonal skills, strong adaptability skills, and superior verbal and writing communication skills.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: Apex SystemsLocation(s): Bengaluru
Keyskills: Helpdesk Service Desk Technical Support IT Helpdesk L1 Support Technical Helpdesk L3 Support IT Support L2 Support
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Apex Systems
Apex Systems is a world class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients’ digital visions. Our mission at Apex Systems is providing Insights that Inspire.
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