Senior Administrator for Support

5 days ago

Chennai, Tamil Nadu, India HCL Technologies Full time ₹ 4,00,000 - ₹ 8,00,000 per year

SENIOR SPECIALIST

Skill (Primary)

DWP-UCC-Network Voice

Location

Chennai

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

Sr Admin-ON-PREMISE CISCO COLLABORATION

Job Summary

The Sr Administrator for Support & Operations plays a crucial role in delivering advanced technical support and troubleshooting for on-premise Cisco Collaboration systems. This position focuses on ensuring customer satisfaction through effective resolution of complex incidents and proactive management of technical issues, contributing to the overall stability and security of the collaboration environment.

Key Responsibilities
Provide Advanced Technical Support For On-Premise Cisco Collaboration Systems By Analyzing And Resolving Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.

Perform Root Cause Analysis For Escalated Technical And Security Issues, Implementing Effective Solutions To Enhance System Performance And Reliability.

Lead Knowledge Base Updates And Management Initiatives, While Training And Coaching Analysts To Improve Team Capabilities And Service Delivery.

Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Maintain Seamless Operations And A Robust Security Posture.

Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Proactively Addressing Potential Security Threats.

Skill Requirements
In-Depth Knowledge Of On-Premise Cisco Collaboration Technologies And Systems

Strong Troubleshooting And Problem-Solving Skills In A Support Operations Environment

Familiarity With Incident Management Processes And Root Cause Analysis Methodologies

Excellent Communication And Collaboration Abilities To Work Effectively With Cross-Functional Teams

Proficient In Managing Knowledge Base Content And Training Support Staff

Certification
Cisco Certified Network Associate (Ccna) Collaboration (Optional But Valuable)

Cisco Certified Network Professional (Ccnp) Collaboration (Optional But Valuable)

Skill Level 3 (Secondary Skill 1)

Cloud Services-Platform Engineering-Project Management

Experience LevelSenior Level

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