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Technical Lead – IT Support
Location: Mumbai, Worli
Exp: 5-8Years
About ZyBiSys
ZyBiSys is a technology solutions and managed servicescompany focused on providing cloud solutions, IT services, managed services,cybersecurity, infrastructure management, and technology consulting. Thecompany specializes in supporting businesses, including FinTech and othercritical industries, with secure, reliable, and technology-driven solutions.
About the Role
We are looking for a Technical Lead to supportcorporate IT operations at our Mumbai Worli office. The role involveshandling L2-level IT support, network and endpoint-related issues, supportingcritical broking/business users, managing incidents and SLAs, coordinating withinternal technical teams and vendors, and guiding L1 engineers.
The Technical Lead will also act as the day-to-daytechnical point of contact for corporate IT support and provide clear updatesto 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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