Senior Support Engineer - IT Operations
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Software Engineering
In short
The Senior Support Engineer is responsible for maintaining customer satisfaction by resolving client tickets efficiently and maintaining smooth product operations. This role involves troubleshooting, training new team members, knowledge transition, 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.
- 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.
- Work at a place that knows that helping its customers stay on top starts by putting its people first.
#IT Operations#Support Engineer#Client Support
Company
HCLTech
Job Posted
4 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
India
Applicants
Be an early applicant