Support Engineer - ITSM, Telecom
Mexico
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Job Description
Support Engineer - ITSM, Telecom
Guanajuato, Guanajuato

Job Summary

The Support Engineer plays a critical role in ensuring customer satisfaction by effectively resolving technical issues and support tickets. This entry-level position focuses on troubleshooting, documentation, and customer interaction, contributing to the overall operational efficiency and service quality of the organization.

Key Responsibilities

1. Troubleshoot And Resolve Client-Reported Tickets Using Diagnostic Tools And Product Knowledge, Ensuring Adherence To Defined Standards Of Time, Cost, And Quality.
2. Document Troubleshooting Processes, Ticket Resolutions, And Best Practices To Create A Comprehensive Knowledge Base For Future Reference.
3. Interface With Customers To Clarify Ticket Details And Provide Timely Updates, Ensuring A Clear Understanding Of Issue Resolution Progress.
4. Stay Updated On The Latest Technologies And Industry Trends Relevant To Product Support To Enhance Problem-Solving Capabilities And Service Delivery.

Skill Requirements

1. Basic Understanding Of Product Support Processes And Ticketing Systems.
2. Familiarity With Troubleshooting Techniques And Tools Used In Technical Support.
3. Fundamental Knowledge Of Itsm Principles And Practices.
4. Basic Communication Skills For Effective Customer Interaction.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Improving Service Management Skills.
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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.