Senior Support Lead - ITSM, Telecom
Netherlands
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Job Description
Senior Support Lead - ITSM, Telecom
Buren, Gelderland

Job Summary

The Senior Product Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and providing expert technical assistance. This position involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure that product quality aligns with customer needs. The Senior Support Lead is essential to maintaining service excellence and driving efficiency within the support processes. Facilities Management devices support L1 Support Experience Mobile radio systems Lenel Access Control GridVis (EMS) or similar energy monitoring systems Audio‑Visual systems ServiceNow Role Description:      The Facilities Technical & Emergency Response Administrator is responsible for supporting the pharma site’s operational continuity by managing critical communication systems, administering emergency response tools, and overseeing key technical infrastructure such as site access systems, energy monitoring solutions, and audio‑visual equipment. This role ensures that essential systems remain functional, secure, and compliant with pharmaceutical industry standards while providing rapid support during emergencies and daily facility operations. Role Functions (Functions include, but are not limited to, the following): 1. Emergency Response & Communication Systems Operate, monitor, and maintain Mobile Radios used by the on site Emergency Response Team. Serve as the System Administrator for the emergency response software Multibel, including: User administration and access management Scenario configuration and alert routing System testing and documentation Support emergency drills and coordinate with security, EHS, and facilities teams. 2. Audio Visual & Meeting Room Support Maintain all audio visual (AV) systems in conference and meeting rooms. Provide first line support for issues related to projectors, displays, conferencing solutions, microphones, and room control systems. Coordinate with vendors for escalations, repairs, and upgrades. Ensure meeting room technology remains available, updated, and user-friendly. 3. Site Access & Security Systems (Lenel) Administer the Lenel Site Access Control System, including: Badge creation, permissions configuration, and user lifecycle management Troubleshooting door controllers, readers, and access-related issues Collaborating with Security and IT for system updates and compliance Maintain access logs and support audit requirements. 4. Energy Monitoring System (GridVis – EMS) Oversee the technical management of the GridVis Energy Monitoring System, ensuring accurate and reliable energy data capture. Perform system checks, data validation, alarm monitoring, and report generation. Coordinate with engineering team

Key Responsibilities

1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Employing Advanced Troubleshooting Techniques And Ensuring Timely Resolution Using Tools Like Itsm And Jira.
2. Conduct Root Cause Analysis For Critical Issues, Employing Methodologies Such As The Five Whys And Fishbone Diagram, And Implement Preventive Measures To Mitigate Future Defects.
3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Actionable Feedback On Product Enhancements And Influencing Product Design Strategies To Align With Customer Requirements.
4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems.
5. Drive Continuous Improvement Initiatives For Support Processes And Workflows, Identifying Opportunities For Innovation And Automation With Tools Like Servicenow And Implementing Efficiency Enhancements.

 

Skill Requirements

1. In-Depth Knowledge Of Product Support Methodologies (L1-L2-L3)
2. Proficiency In Itsm Frameworks And Tools
3. Strong Problem-Solving Skills With Experience In Root Cause Analysis Techniques
4. Excellent Collaboration And Communication Skills To Work Effectively Across Teams
5. Familiarity With Automation Tools And Continuous Improvement Processes

  • Facilities Management devices support
  • L1 Support Experience
  • Mobile radio systems
  • Lenel Access Control
  • GridVis (EMS) or similar energy monitoring systems
  • Audio‑Visual systems
  • ServiceNow

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Certified Support Manager (Optional But Valuable)
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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.