Job description:

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

SME-HARDWARE BREAK FIX

Job Summary
The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalations and incidents while adhering to quality norms and service level agreements. This role requires in-depth knowledge of hardware break-fix processes, enabling proactive support and operational excellence to enhance customer satisfaction.

• Key Responsibilities
  1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Hardware Break-Fix Issues, Adhering To The Agreed Sla, And Implementing Corrective Measures.
  2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation To Facilitate Knowledge Sharing Across The Team.
  3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Participating In Capacity Planning Activities To Optimize Resource Allocation.
  4. Engage In Customer Meetings To Gather Feedback And Understand Challenges Faced, Ensuring Positive Customer Experiences And Fostering Strong Relationships.
  5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Enhancing Operational Performance And Decision-Making.
  
  Skill Requirements
  1. In-Depth Knowledge Of Hardware Break-Fix Processes And Incident Resolution Methodologies.
  2. Strong Analytical Skills To Validate And Interpret Performance Analyses.
  3. Excellent Communication And Presentation Skills For Effective Liaising With Stakeholders.
  4. Familiarity With Service Level Agreements And Quality Compliance Standards.
  
  Certification
  1. Itil Foundation Certification (Optional But Valuable)
  2. Hardware Troubleshooting And Repair Certifications (Optional But Valuable)