Provides L2 corporate IT support for desktop, Windows, network, endpoint, Microsoft 365, Active Directory, Intune, and office infrastructure issues. Owns escalated tickets, incidents, RCA, SLAs, documentation, and vendor coordination. Supports critical broking users, coordinates with technical teams, guides L1 engineers, allocates tickets, monitors progress, and communicates with business stakeholders. The role also covers endpoint security, patching, BitLocker, vulnerability remediation, voice support, and IT compliance.
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.
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