The Job

Senior Support Engineer - IT Operations

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Systems Engineering · Software Engineering

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In short

The Senior Support Engineer plays a key role in client satisfaction through timely and high-quality ticket resolution. This position involves troubleshooting, developing training programs, facilitating knowledge transfer, and documenting support processes.

Responsibilities

  • Troubleshoot and resolve client tickets through detailed analysis and application of product support techniques, ensuring adherence to defined Service Level Agreements.
  • Develop and deliver training programs for new team members to enhance their skills in product support and operational processes.
  • Facilitate knowledge transition sessions during project enhancements, ensuring smooth handover of information and practices to support teams.
  • Document and maintain comprehensive records of support processes, troubleshooting methods, and issue resolution procedures to ensure consistency and knowledge retention.
  • Stay updated on emerging technologies and product developments related to support operations to enhance service delivery and problem-solving capabilities.

Requirements

  • Strong understanding of product support processes and methodologies at L1, L2, and L3 levels.
  • Familiarity with ticketing systems and support tools.
  • Basic knowledge of IT operations and infrastructure.
  • Excellent communication and interpersonal skills for effective customer interaction and team collaboration.

Desired Qualifications

  • ITIL Foundation certification is recommended but not mandatory.
  • Optional certifications in relevant product support technologies are valuable for this role.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career at HCLTech.
  • Find your spark at HCLTech.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT Operations#Support Engineering#Client Support#Troubleshooting#SLA#Training#Knowledge Management#Documentation#ITIL#Ticketing Systems
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Company

HCLTech

Job Posted

4 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Bengaluru, India

Applicants

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