SENIOR TECHNICAL SPECIALIST

Skill (Primary)

Technical Skills (ERS)-Other Technical Skills-Product Support (L1-L2-L3)

Location

Nagpur

Job Family

Support

Job Description (Posting).

About HCLTech

HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.


To learn more about how we can supercharge progress for you, visit www.hcltech.com


Technical Support Specialist (E3.1)



Job Summary
This role is pivotal in delivering high-quality technical support and resolution for complex IT issues. As a Technical Support Specialist, you will engage in troubleshooting, root cause analysis, and preventive measures to enhance operational efficiency. Your expertise will not only assist end-users but also lead initiatives aimed at continuous improvement in IT operations.

(1.) Key Responsibilities
1. Troubleshoot And Resolve Critical And Complex Technical Tickets Using Advanced Diagnostic Tools And Methodologies, Ensuring Minimal Disruption To End-User Operations.

2. Conduct Thorough Root Cause Analysis For Critical Issues And Faults, Documenting Findings And Providing Actionable Insights To Prevent Recurrence.

3. Implement Preventive Measures And Best Practices Based On Analysis Findings To Enhance System Stability And Reduce Future Defects.

4. Provide Technical Assistance And Mentorship To Team Members On Resolving Customer Issues, Fostering A Collaborative Support Environment.

5. Execute Continuous Improvement Activities By Analyzing Support Processes And Proposing Enhancements To Improve Team Performance And User Satisfaction.Skill Requirements
1. Expert Knowledge In Product Support Methodologies (L1-L2-L3)

2. Strong Proficiency In Troubleshooting Complex Technical Issues Across Diverse It Systems

3. Excellent Analytical Skills With A Focus On Root Cause Analysis Techniques

4. Advanced Understanding Of Preventive Measures In It Operations

5. Strong Communication Skills For Effective Collaboration With Team Members And End-UsersCertification
1. Itil Foundation Certification Is Optional But Valuable.

2. Certification In Relevant Product Support Tools Or Methodologies Is Recommended.

Skill Level 3 (Secondary Skill 1)

Functional Skills (ERS)-Other Functional Skills-IT Operations

Skill Level 3 (Secondary Skill 2)

Technical Skills (APPS)-Programming Languages-Unix

Skill Level 3 (Secondary Skill 3)

Technical Skills (APPS)-Databases-RDBMS-Oracle PL/SQL