The Job

Senior Support Engineer - IT Operations

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support

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I korthet

The Senior Support Engineer will maintain customer satisfaction by resolving client tickets efficiently and ensuring smooth product operations. This role involves troubleshooting, training new team members, and documenting support processes.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

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

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT Operations#Support Engineer#Client Tickets
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Företag

HCLTech

Publicerade jobb

för 4 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

India

Sökande

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