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

Sr Admin-HARDWARE BREAK FIX

Job Summary
As a Senior Administrator in Support & Operations, you will play a vital role in delivering advanced technical support and operational excellence. Your expertise in hardware break fix solutions will be instrumental in troubleshooting complex incidents, performing root cause analyses, and implementing effective resolutions to enhance customer satisfaction and maintain a robust security posture.

• Key Responsibilities
  1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Hardware Break Fix Processes, Ensuring Compliance With Company Policies.
  2. Provide Advanced Support For Complex Incidents Escalated By Analysts By Conducting Thorough Root Cause Analyses And Implementing Effective Solutions To Resolve Technical And Security Issues.
  3. Drive Value-Added Activities Such As Updating And Managing The Knowledge Base, Mentoring New Team Members, And Coaching Analysts To Foster A Culture Of Continuous Improvement.
  4. Resolve Complex Technical Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
  5. Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.
  
  Skill Requirements
  1. Advanced Proficiency In Hardware Break Fix Techniques And Tools.
  2. Strong Analytical Skills For Effective Troubleshooting And Root Cause Analysis.
  3. Familiarity With Itil Practices And Incident Management Frameworks.
  4. Excellent Communication Skills For Effective Customer Interaction And Team Collaboration.
  5. Ability To Work Independently And Manage Multiple Tasks In A Fast-Paced Environment.
  
  Certification
  1. Optional But Valuable Certifications: Comptia A+, Itil Foundation, Or Equivalent Hardware Support Certifications.