sr. support engineer

3 weeks ago

Hyderabad, Telangana, India HCL Technologies Limited Full time
Job Description

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

Senior Support Engineer - Product Support

Job Summary
The Senior Support Engineer plays a critical role in ensuring optimal customer satisfaction by effectively resolving support tickets within stipulated time, cost, and quality standards. This position is essential for delivering high-quality product support and enhancing team capabilities through knowledge sharing and process documentation. (1.) Key Responsibilities
1. Troubleshoot And Resolve Client-Reported Issues By Analyzing System Logs And Utilizing Diagnostic Tools, Ensuring Timely And Effective Resolutions Across Multiple Product Lines.
2. Conduct Training Sessions For New Team Members, Equipping Them With Essential Skills And Knowledge For Effective Product Support Operations.
3. Facilitate Knowledge Transfer During Project Enhancements By Documenting New Processes And Updates, Ensuring Smooth Transitions And Continuity Of Support.
4. Maintain Comprehensive Documentation Of Troubleshooting Methods And Support Processes To Enhance Team Efficiency And Provide A Clear Reference For Future Inquiries.
5. Stay Updated On The Latest Technologies And Product Developments Within The Industry To Proactively Address Emerging Issues And Improve Support Strategies.Skill Requirements
1. Strong Understanding Of Product Support Processes (L1-L2-L3)
2. Familiarity With Itsm Principles And Tools, Including Ticketing Systems
3. Basic Knowledge Of Troubleshooting Techniques Across Various Platforms And Technologies
4. Experience In Documentation And Process Improvement Methodologies
5. Good Communication And Interpersonal Skills For Effective Training And CollaborationCertification
1. Itil Foundation Certification Is Optional But Valuable For Enhancing Support Capabilities.

Skill (Primary)

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

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