Technical Support Engineer

Zepto; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Zepto is seeking a seasoned IT Helpdesk/Technical Support Team Lead in Bengaluru to lead a 12–15 member technical support team. You will mentor staff, handle escalations for desktop, networking, OS, and software issues, and manage dialer systems to ensure high uptime and performance.

You will monitor KPIs like First Call Resolution and AHT, coordinate incident responses, and contribute to onboarding and training of new hires. Strong communication and leadership are essential.

Qualifications

• 3–5 years in IT Helpdesk or Technical Support.
• 1–2 years in supervision or team lead role managing 10+ employees.
• Foundational knowledge of Windows OS and basic networking.

Responsibilities

• Lead a team of 12–15 technical support agents; conduct reviews and coaching.
• Serve as escalation point for hardware/software issues.
• Oversee dialer systems’ administration and uptime.
• Monitor KPIs and drive continuous improvement.
• Coordinate incident response during outages with stakeholders.
• Assist in onboarding and training of new team members.

Skills

Team Leadership

Technical Troubleshooting

Dialer Management

SLA & KPI Management

Incident Management

Onboarding & Training

Windows OS

Networking (TCP/IP VPN)

SQL (basic)

Contact Center Tech / VoIP

CRM Integrations

Communication

Tools

Contiinex Inhouse Dialer

CRM Tools

VoIP Technologies

Job description

Responsibilities:

• Team Leadership: Direct, manage, and mentor a team of 12-15 technical support agents. Conduct regular performance reviews, 1-on-1s, and coaching sessions to ensure high team morale and productivity.


• Technical Troubleshooting: Act as the highest point of escalation for complex hardware (desktops, laptops, peripherals, networking) and software (OS, standard applications, internal tools) issues.


• Dialer Management: Oversee the administration, troubleshooting, and daily operations of the contact center dialer systems (e. g., Contiinex Inhouse Dialer). Ensure optimal dialer performance and maximum uptime.


• SLA and Performance Management: Monitor team KPIs (such as First Call Resolution and Average Handling Time) and implement strategies for continuous improvement.


• Incident Management: Coordinate rapidly during system outages, communicating effectively with stakeholders, vendors, and upper management until resolution.


• Onboarding and Training: Assist in the hiring process and lead technical training and onboarding for new team members.

Requirements:

• Experience: Minimum of 3-5 years in IT Helpdesk or Technical Support, with at least 1-2 years in a supervisory or team lead role managing 10+ employees.


• Hardware and Software: Foundational knowledge of Windows operating systems and basic networking (TCP/IP, VPNs, routers).


• Database Knowledge: Basic knowledge of SQL for database querying, troubleshooting, and reporting purposes.


• Contact Center Technology: Hands-on experience managing and troubleshooting contact center dialers, VoIP technologies, and CRM integrations.


• Leadership: Proven ability to handle conflict resolution, manage shift schedules, and drive a team toward metric-based goals.


• Communication: Excellent verbal and written communication skills, with the ability to explain complex technical issues to non-technical staff.


• Preferred Qualifications: Experience working in a high-volume B.