Support Engineer - IT Operations
India
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Job Description
Support Engineer - IT Operations

Job Summary

The Support Engineer plays a crucial role in ensuring customer satisfaction by effectively resolving technical issues and queries. This position is responsible for addressing client tickets, documenting processes, and maintaining up-to-date knowledge of relevant technologies. The Support Engineer's contributions are vital for the smooth operation of IT services and the enhancement of user experience.

Key Responsibilities

1. Troubleshoot And Resolve Client Tickets By Utilizing Diagnostic Tools And Techniques In Product Support, Ensuring Timely And Efficient Solutions To Enhance Customer Satisfaction.
2. Document All Established Processes And Methods For Ticket Resolution And Troubleshooting Using Internal Knowledge Management Systems, Contributing To Continuous Improvement And Knowledge Sharing.
3. Interface With Customers To Clarify Ticket Details And Provide Resolution Updates, Ensuring Clear Communication And Understanding Of Issues And Solutions.
4. Maintain Familiarity With The Latest Technologies And Industry Trends In It Operations And Product Support, Actively Applying This Knowledge To Improve Service Delivery.

Skill Requirements

1. Basic Understanding Of Product Support Processes And It Operations.
2. Familiarity With Ticketing Systems And Basic Troubleshooting Techniques.
3. Fundamental Knowledge Of Customer Service Principles And Effective Communication Skills.
4. Basic Proficiency In Relevant Support Tools And Technologies.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role.
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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 220,000 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 December 2024 totaled $13.8 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.