Senior Support Engineer - IT Operations
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support
I korthet
The Senior Support Engineer will maintain customer satisfaction by resolving client tickets effectively and efficiently. This role involves troubleshooting, training new team members, facilitating knowledge transition, and maintaining support documentation. The ideal candidate will have a strong understanding of product support processes and familiarity with ticketing systems and IT operations.
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.
Företag
HCLTech
Publicerade jobb
för 4 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Senior
Platser
India
Sökande
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