Senior Administrator - Support & Operations Job in Bangalore at HCL Technologies Limited (HCL)

HCL is hiring for the role of Senior Administrator - Support & Operations!

Responsibilities of the Candidate:

• Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Hardware Break Fix Processes, Ensuring Compliance With Company Policies.
• 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.
• 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.
• Resolve Complex Technical Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
• Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Requirements:

• Advanced Proficiency In Hardware Break Fix Techniques And Tools.
• Strong Analytical Skills For Effective Troubleshooting And Root Cause Analysis.
• Familiarity With Itil Practices And Incident Management Frameworks.
• Excellent Communication Skills For Effective Customer Interaction And Team Collaboration.
• Ability To Work Independently And Manage Multiple Tasks In A Fast-Paced Environment.