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

Technical Support Specialist (Product Support)

Job Summary
The Technical Support Specialist plays a vital role in ensuring the smooth functioning of IT resources by resolving complex technical issues and providing expert guidance to end-users. This position is essential for maintaining operational continuity and enhancing user experience through effective problem-solving and proactive measures.

• Key Responsibilities
  1. Troubleshoot And Resolve Critical And Complex Support Tickets Utilizing Advanced Diagnostic Techniques And Tools, Ensuring Minimal Disruption To End-User Operations.
  2. Conduct Root Cause Analysis For Critical Issues And Faults By Hands-On Investigation And Data Analysis, Documenting Findings To Inform Future Preventive Strategies.
  3. Implement Preventive Measures And Solutions To Mitigate Future Defects, Leveraging Insights From Previous Incidents And Collaborating With Development Teams For Systemic Improvements.
  4. Provide Expert Technical Assistance To Team Members During Issue Resolution, Fostering A Collaborative Environment And Enhancing Overall Team Efficiency.
  5. Execute Continuous Improvement Initiatives Focused On Optimizing Support Processes And Enhancing Team Performance Metrics Through Data-Driven Evaluations.Skill Requirements
  1. Expertise In Product Support, With A Solid Understanding Of Troubleshooting Methodologies And Technical Support Best Practices.
  2. Proficient In Diagnostic Tools And Techniques For Complex Issue Resolution.
  3. Strong Analytical Skills To Conduct Root Cause Analysis And Implement Effective Preventive Measures.
  4. Excellent Communication And Collaboration Skills To Provide Guidance To Team Members And Interact With End-Users.
  5. Familiarity With It Service Management Frameworks And Continuous Improvement Methodologies.Certification
  1. Itil Foundation Certification Is Optional But Valuable.
  2. Relevant Certifications In Product Support Or Technical Troubleshooting Are Advantageous.