Senior Tech Support Spec - ITSM, Telecom
United States
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Job Description
Senior Tech Support Spec - ITSM, Telecom

Job Summary

As a Senior Technical Support Specialist, you will serve as the primary point of contact for high-impact business activities, conducting complex support operations and providing expert-level technical assistance. Your role is crucial in ensuring seamless service delivery and enhancing customer satisfaction by leveraging your extensive knowledge in product support. You will mentor junior team members and actively collaborate with customers to implement preventive measures, ensuring the reliability and efficiency of our products and services.

Key Responsibilities

1. Serve As The Primary Point Of Contact For All Critical Activities And Technical Escalations, Providing Expert Guidance And Resolution Strategies In Product Support.
2. Conduct Complex Support Activities, Providing Oversight And Technical Training To Junior Team Members To Enhance Their Skills And Knowledge In Product Support Processes.
3. Collaborate With Customers To Identify And Implement Preventive Measures, Utilizing Your Network-Level Expertise To Reduce Future Defects And Enhance Service Reliability.
4. Identify Potential Risks In Support Operations And Develop Comprehensive Contingency Plans To Mitigate Impacts On Business Continuity.
5. Act As A Subject Matter Expert (Sme) By Delivering Advanced Technical Support And Assistance To Both The Organization And End Customers, Ensuring Optimal Use Of Products And Services.
6. Assist In The Creation And Development Of Initial Troubleshooting Tools For Customers, Enhancing Service Offerings And Improving The Troubleshooting Process.

Skill Requirements

1. Expert Knowledge In Product Support Processes (L1, L2, L3) With A Strong Understanding Of Itsm Frameworks.
2. Proficiency In Troubleshooting Complex Technical Issues And Providing Effective Solutions.
3. Strong Communication Skills To Effectively Convey Technical Concepts To Both Technical And Non-Technical Stakeholders.
4. Excellent Problem-Solving Abilities And Experience In Risk Assessment And Contingency Planning.

Other Requirements

1. Itil Foundation Certification Is Recommended.
2. Relevant Product-Specific Certifications Are Considered Valuable But Are Not Mandatory.
Maximum Salary (US):  128000
Minimum Salary (US):  84000
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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 226,600 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 September 2025 totaled $14.2 billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.