Senior Tech Support Spec - ITSM, Telecom
India
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Job Description
Senior Tech Support Spec - ITSM, Telecom
| Bangalore, KarnatakaChennai, Tamil Nadu

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.
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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.