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

Support Engineer

Job Summary
The Support Engineer plays a crucial role in ensuring customer satisfaction by effectively resolving technical issues and queries. This position is responsible for addressing client tickets, documenting processes, and maintaining up-to-date knowledge of relevant technologies. The Support Engineer's contributions are vital for the smooth operation of IT services and the enhancement of user experience.

• Key Responsibilities
  1. Troubleshoot And Resolve Client Tickets By Utilizing Diagnostic Tools And Techniques In Product Support, Ensuring Timely And Efficient Solutions To Enhance Customer Satisfaction.
  2. Document All Established Processes And Methods For Ticket Resolution And Troubleshooting Using Internal Knowledge Management Systems, Contributing To Continuous Improvement And Knowledge Sharing.
  3. Interface With Customers To Clarify Ticket Details And Provide Resolution Updates, Ensuring Clear Communication And Understanding Of Issues And Solutions.
  4. Maintain Familiarity With The Latest Technologies And Industry Trends In It Operations And Product Support, Actively Applying This Knowledge To Improve Service Delivery.Skill Requirements
  1. Basic Understanding Of Product Support Processes And It Operations.
  2. Familiarity With Ticketing Systems And Basic Troubleshooting Techniques.
  3. Fundamental Knowledge Of Customer Service Principles And Effective Communication Skills.
  4. Basic Proficiency In Relevant Support Tools And Technologies.Certification
  1. Itil Foundation Certification Is Optional But Valuable For This Role.