Technical Lead

Technical Lead – IT Support

Location: Mumbai, Worli

Exp: 5-8
Years

About ZyBiSys

ZyBiSys is a technology solutions and managed services
company focused on providing cloud solutions, IT services, managed services,
cybersecurity, infrastructure management, and technology consulting. The
company specializes in supporting businesses, including FinTech and other
critical industries, with secure, reliable, and technology-driven solutions.

About the Role

We are looking for a Technical Lead to support
corporate IT operations at our Mumbai Worli office. The role involves
handling L2-level IT support, network and endpoint-related issues, supporting
critical broking/business users, managing incidents and SLAs, coordinating with
internal technical teams and vendors, and guiding L1 engineers.

The Technical Lead will also act as the day-to-day
technical point of contact for corporate IT support and provide clear updates
to client/business stakeholders.

Key Responsibilities

L2 IT Support

• Handle
  L2-level desktop, laptop, Windows, software, hardware, and user issues.
  
• Take
  ownership of escalated tickets until closure.
  

Network Support

• Perform
  basic troubleshooting of LAN, Wi-Fi, DNS, DHCP, VLAN, VPN, and Internet
  connectivity.
  
• Coordinate
  with Network/Firewall teams for advanced issues.
  

User Support

• Support
  corporate users with Outlook, Teams, Microsoft 365, printers, peripherals,
  and business applications.
  

Broking Operations Support

• Provide
  priority support to critical broking/business users.
  
• Troubleshoot
  connectivity and application issues and ensure timely escalation during
  business/market hours.
  

AD / Intune Support

• Manage
  basic Active Directory, user accounts, groups, GPO, Intune, BitLocker, and
  endpoint-related issues.
  

Office IT Infrastructure

• Support
  VC systems, meeting rooms, access points, CCTV connectivity, printers,
  monitors, and other office IT infrastructure.
  

Voice Support

• Perform
  basic voice/telephony health checks and coordinate with OEM/service
  providers for voice-related issues.
  

Team Leadership

• Guide
  L1 engineers, allocate tickets, monitor progress, conduct knowledge
  sharing, and ensure proper shift handover.
  

Incident & RCA

• Own
  major/recurring incidents, perform troubleshooting, prepare RCA, and drive
  corrective/preventive actions.
  

Ticket & SLA Management

• Monitor
  ticket queues, priorities, and SLA.
  
• Ensure
  proper troubleshooting notes, escalation, and closure documentation.
  

Security & Compliance

• Support
  endpoint security, patching, BitLocker, vulnerability remediation, and
  compliance with IT/security policies.
  

Vendor Management

• Coordinate
  with Network, Security, Application, Voice, OEM, and other vendors and
  follow issues through to closure.
  

Documentation & SOP

• Maintain
  SOPs, troubleshooting checklists, asset information, and daily/weekly
  support reports.
  

Client Coordination

• Act
  as the day-to-day technical point of contact for corporate IT support and
  provide clear updates to client/business stakeholders.
  

Key Skills

• L2
  IT Support
  
• Desktop
  and Laptop Support
  
• Windows
  Support
  
• LAN
  and Wi-Fi Troubleshooting
  
• DNS,
  DHCP, VLAN and VPN
  
• Active
  Directory
  
• Group
  Policy (GPO)
  
• Microsoft
  Intune
  
• BitLocker
  
• Microsoft
  365
  
• Outlook
  and Microsoft Teams
  
• Hardware
  and Software Troubleshooting
  
• Incident
  and RCA Management
  
• Ticket
  and SLA Management
  
• Endpoint
  Security
  
• Vendor
  Coordination
  
• Team
  Leadership
  
• Client
  Coordination
  
• Documentation
  and SOP Management
  

Role Requirements

• Strong
  experience in L2-level IT support and troubleshooting.
  
• Ability
  to handle escalated tickets and take ownership until closure.
  
• Ability
  to coordinate with Network, Security, Application, Voice, OEM, and other
  teams.
  
• Ability
  to guide L1 engineers and manage ticket allocation and progress.
  
• Good
  communication and stakeholder coordination skills.
  
• Ability
  to support critical business/broking users and handle priority incidents.
  
• Willingness
  to work as per business/market-hour requirements where applicable.