Subject Matter Expert (Support&Ops)
India
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Job Description
Subject Matter Expert (Support&Ops)
Hyderabad, Telangana

Job Summary

Location: Hyderabad, Pune Experience: 5+ Years Shift: US shift (MST timing) Job Summary: We are looking for experienced professionals with strong expertise in Zoom to join our End User Computing team. The eng. Will provide advanced technical support, troubleshooting, and operational management for Zoom collaboration platforms and related integrations. The role involves handling escalations, maintaining platform stability, and ensuring high end-user experience across enterprise environments. Key responsibilities: • Provide incident and service request handling for Zoom platforms (Meetings, Rooms, Webinars, integrations). • Troubleshoot audio/video, device, network, and client issues across Windows, macOS, mobile, and Zoom Rooms. • Handle escalations and act as technical escalation point for complex issues. • Perform root cause analysis (RCA) and implement permanent fixes. • Monitor health system and performance to prevent incidents proactively. • Work with OEM/vendor (Zoom/MS Teams devices) for advanced troubleshooting and bug tracking. • Support Zoom Rooms, devices, and conferencing endpoints (firmware, logs, provisioning). • Manage user lifecycle (provisioning, license management, SSO, authentication issues). • Maintain documentation, SOPs, and knowledge articles for recurring issues • Ensure adherence to SLA, CSAT, and ITIL processes. • Collaborate with Infra/Network/Security teams for issue resolution. Required Skills: • 5+ Years in Zoom support. • Zoom Meetings, Rooms, Admin Portal • SSO / Identity (Azure AD / Okta) • Audio/Video, connectivity, device & client issues • Log analysis, debugging & RCA. • Endpoint troubleshooting (Windows, macOS, mobile) • ServiceNow / ITSM tools

Key Responsibilities

Location: Hyderabad, Pune Experience: 5+ Years Shift: US shift (MST timing) Job Summary: We are looking for experienced professionals with strong expertise in Zoom to join our End User Computing team. The eng. Will provide advanced technical support, troubleshooting, and operational management for Zoom collaboration platforms and related integrations. The role involves handling escalations, maintaining platform stability, and ensuring high end-user experience across enterprise environments. Key responsibilities: • Provide incident and service request handling for Zoom platforms (Meetings, Rooms, Webinars, integrations). • Troubleshoot audio/video, device, network, and client issues across Windows, macOS, mobile, and Zoom Rooms. • Handle escalations and act as technical escalation point for complex issues. • Perform root cause analysis (RCA) and implement permanent fixes. • Monitor health system and performance to prevent incidents proactively. • Work with OEM/vendor (Zoom/MS Teams devices) for advanced troubleshooting and bug tracking. • Support Zoom Rooms, devices, and conferencing endpoints (firmware, logs, provisioning). • Manage user lifecycle (provisioning, license management, SSO, authentication issues). • Maintain documentation, SOPs, and knowledge articles for recurring issues • Ensure adherence to SLA, CSAT, and ITIL processes. • Collaborate with Infra/Network/Security teams for issue resolution. Required Skills: • 5+ Years in Zoom support. • Zoom Meetings, Rooms, Admin Portal • SSO / Identity (Azure AD / Okta) • Audio/Video, connectivity, device & client issues • Log analysis, debugging & RCA. • Endpoint troubleshooting (Windows, macOS, mobile) • ServiceNow / ITSM tools

Skill Requirements

Location: Hyderabad, Pune Experience: 5+ Years Shift: US shift (MST timing) Job Summary: We are looking for experienced professionals with strong expertise in Zoom to join our End User Computing team. The eng. Will provide advanced technical support, troubleshooting, and operational management for Zoom collaboration platforms and related integrations. The role involves handling escalations, maintaining platform stability, and ensuring high end-user experience across enterprise environments. Key responsibilities: • Provide incident and service request handling for Zoom platforms (Meetings, Rooms, Webinars, integrations). • Troubleshoot audio/video, device, network, and client issues across Windows, macOS, mobile, and Zoom Rooms. • Handle escalations and act as technical escalation point for complex issues. • Perform root cause analysis (RCA) and implement permanent fixes. • Monitor health system and performance to prevent incidents proactively. • Work with OEM/vendor (Zoom/MS Teams devices) for advanced troubleshooting and bug tracking. • Support Zoom Rooms, devices, and conferencing endpoints (firmware, logs, provisioning). • Manage user lifecycle (provisioning, license management, SSO, authentication issues). • Maintain documentation, SOPs, and knowledge articles for recurring issues • Ensure adherence to SLA, CSAT, and ITIL processes. • Collaborate with Infra/Network/Security teams for issue resolution. Required Skills: • 5+ Years in Zoom support. • Zoom Meetings, Rooms, Admin Portal • SSO / Identity (Azure AD / Okta) • Audio/Video, connectivity, device & client issues • Log analysis, debugging & RCA. • Endpoint troubleshooting (Windows, macOS, mobile) • ServiceNow / ITSM tools

Other Requirements

Location: Hyderabad, Pune Experience: 5+ Years Shift: US shift (MST timing) Job Summary: We are looking for experienced professionals with strong expertise in Zoom to join our End User Computing team. The eng. Will provide advanced technical support, troubleshooting, and operational management for Zoom collaboration platforms and related integrations. The role involves handling escalations, maintaining platform stability, and ensuring high end-user experience across enterprise environments. Key responsibilities: • Provide incident and service request handling for Zoom platforms (Meetings, Rooms, Webinars, integrations). • Troubleshoot audio/video, device, network, and client issues across Windows, macOS, mobile, and Zoom Rooms. • Handle escalations and act as technical escalation point for complex issues. • Perform root cause analysis (RCA) and implement permanent fixes. • Monitor health system and performance to prevent incidents proactively. • Work with OEM/vendor (Zoom/MS Teams devices) for advanced troubleshooting and bug tracking. • Support Zoom Rooms, devices, and conferencing endpoints (firmware, logs, provisioning). • Manage user lifecycle (provisioning, license management, SSO, authentication issues). • Maintain documentation, SOPs, and knowledge articles for recurring issues • Ensure adherence to SLA, CSAT, and ITIL processes. • Collaborate with Infra/Network/Security teams for issue resolution. Required Skills: • 5+ Years in Zoom support. • Zoom Meetings, Rooms, Admin Portal • SSO / Identity (Azure AD / Okta) • Audio/Video, connectivity, device & client issues • Log analysis, debugging & RCA. • Endpoint troubleshooting (Windows, macOS, mobile) • ServiceNow / ITSM tools
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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 227,000 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 March 2026 totaled $14.7 billion.