Technical Support Specialist

5 days ago


Bengaluru, Karnataka, India HCLTech Full time

Job Overview:

The Technical Support Specialist role at HCLTech is a critical position that requires an individual to provide exceptional customer service and technical expertise to clients. As a key member of our team, you will be responsible for resolving technical issues, providing software and hardware support, and ensuring that our clients receive the highest level of service.

Key Responsibilities:

  • Provide first-level support for IT issues, including hardware, software, network, and operating system problems
  • Respond to incoming service requests via phone, email, or ticketing system, logging them and prioritizing them appropriately
  • Troubleshoot and resolve technical issues related to desktops, laptops, printers, and other end-user devices
  • Assist with password resets, account lockouts, and other user access issues
  • Log, categorize, and prioritize incidents and service requests based on severity and urgency
  • Escalate unresolved issues to second-line support or other relevant teams
  • Track, monitor, and provide status updates on open service requests and incidents
  • Install, configure, and maintain software applications and hardware devices for users
  • Document troubleshooting steps, solutions, and procedures in the knowledge base for future reference

Required Skills and Qualifications:

  • Education: High school diploma, Associate's degree, or relevant certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent)
  • Experience: Proven experience (1-2 years) in a technical support or service desk role
  • Technical Skills:
    • Familiarity with common operating systems (Windows, macOS, Linux)
    • Basic knowledge of networking concepts (DNS, TCP/IP, VPN, etc.)
    • Experience with Active Directory, email clients, and remote desktop tools
    • Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar)
    • Basic understanding of hardware troubleshooting (PCs, laptops, printers)

Key Competencies:

  • Strong problem-solving and troubleshooting skills
  • Excellent verbal and written communication skills
  • Ability to work independently and as part of a team
  • Strong time management and multitasking abilities
  • Attention to detail and ability to maintain accurate records


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