Senior Engineer - Desk Side Services, AMT Asset Management Software
India
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Job Description
Senior Engineer - Desk Side Services, AMT Asset Management Software
Lucknow, Uttar Pradesh

Job Summary

Responsible for providing first-level IT support, ensuring timely resolution of incidents and service requests, and maintaining high customer satisfaction. Acts as the primary point of contact for end users.

Key Responsibilities

Handle incident management and service requests via calls, emails, and tickets Provide first-level technical support for hardware, software, and network issues Log, track, and resolve tickets using ITSM tools (e.g., ServiceNow, Remedy) Ensure adherence to SLAs, KPIs, and ITIL processes Escalate unresolved issues to L2/L3 teams Monitor ticket queues and drive timely resolution Maintain documentation and knowledge base articles Perform user communication and status updates Conduct root cause analysis (basic) for recurring incidents Support shift operations / 24x7 environment

Skill Requirements

Knowledge of ITIL framework (Incident, Problem, Change Management) Familiarity with Windows OS, MS Office, basic networking Experience with ITSM tools Strong communication and customer handling skills Ability to troubleshoot and prioritize issues

Other Requirements

2–5 years (Analyst) Experience in IT support / service desk environment
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.