Lead Technical Engineer

Description :

Outsourced is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies.

Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification.

We are committed to providing a positive and supportive work environment where all staff can thrive.

As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Location : Work From Anywhere (Remote) Schedule : Mon-Fri | 3 :30 am IST.

We're looking for a senior-level Lead Tech Engineer to be the technical authority within our MSP support team.

This is a hands-on leadership role for someone who excels in complex technical environments, escalation management, and mentoring engineers.

What You'll Do :

- Own end-to-end ticket lifecycle and escalation management.

- Lead, mentor, and uplift the technical support team.

- Drive technical strategy, service quality, and operational efficiency.

- Oversee client onboarding and technical project delivery.

- Identify and resolve process inefficiencies and recurring issues.

- Collaborate cross-functionally to ensure seamless service delivery.

- Identify service growth and upsell opportunities.

- Report on team performance, metrics, and client feedback.

- Stay current with emerging technologies and industry best practices.

Must Haves :

- 10+ years in MSP technical support or equivalent roles, with 3+ years in a senior or lead capacity.

- Advance proficiency in :

1. Microsoft 365 & Azure administration.

2. 3CX & MS Teams VOIP systems.

3. Network design and implementation.

4. IT security controls, monitoring solutions, and compliance frameworks.

5. Backup infrastructure design, management, and restoration.

6. DNS records management, IP networking, and remote access solutions.

- Proven experience in technical project execution.

Nice to have skills :

- Tertiary qualification in a tech-related field.

- Advanced level 3CX VOIP (or equivalent) Certification.

- Advanced level Microsoft Certifications.

- ITIL Certification.

- Networking certification (Unifi preferred but equivalent is acceptable).

What we Offer :

- Health Insurance : We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents.

This is available after one month of successful engagement.

- Professional Development : You'll have access to a monthly upskill allowance of 5000 for continued education and certifications to support your career growth.

- Leave Policy : Vacation Leave (VL) : 10 days per year, available after probation.

You can carry over or encash up to 5 unused days.

- Casual Leave (CL) : 8 days per year for personal needs or emergencies, available from day one.

- Sick Leave : 12 days per year, available after probation.

- Flexible Work Hours or Remote Work Opportunities Depending on the role and project.

- Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.