職務内容：

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

Admin-HARDWARE BREAK FIX

Job Summary
The Hardware Support Administrator plays a critical role in ensuring the smooth operations of hardware systems by independently resolving support tickets, providing on-call assistance, and conducting root cause analyses. This position is vital for enhancing customer satisfaction and operational efficiency within the organization.

• Key Responsibilities
  1. Adhere To Quality Standards And Regulatory Requirements While Managing Hardware Break-Fix Incidents, Ensuring Compliance With Company Policies.
  2. Provide On-Call Support For Escalated Hardware Issues By Diagnosing And Resolving Problems Effectively, Utilizing Hardware Troubleshooting Techniques.
  3. Update And Manage The Knowledge Base By Documenting Solutions And Processes For Hardware Issues, Contributing To Continuous Improvement.
  4. Independently Resolve Hardware Support Tickets Within The Agreed Sla, Ensuring Timely And Efficient Service Delivery.
  5. Enhance Customer Experience And Csat By Achieving First Call Resolution Rates And Minimizing The Number Of Rejected Resolutions Or Reopened Cases Through Effective Hardware Troubleshooting.
  
  Skill Requirements
  1. Proficient In Hardware Break-Fix Methodologies And Troubleshooting Techniques.
  2. Strong Analytical Skills For Conducting Root Cause Analysis Of Hardware Issues.
  3. Good Communication Skills To Interact With Customers And Provide Clear Guidance.
  4. Familiarity With Ticketing Systems And Service Level Agreements.
  
  Certification
  1. Optional Certifications: Comptia A+, Itil Foundation, Or Equivalent In Hardware Support And Operations.