Senior Support Engineer Job in Bangalore at HCL Technologies Limited (HCL)

HCL is hiring for the role of Senior Support Engineer!

Responsibilities of the Candidate: 

• Troubleshoot and resolve client tickets through detailed analysis and application of product support techniques, ensuring adherence to defined service level agreements (SLAs)
• Develop and deliver training programs for new team members to enhance their skills in product support and operational processes
• Facilitate knowledge transition sessions during project enhancements, ensuring smooth handover of information and practices to support teams
• Document and maintain comprehensive records of support processes, troubleshooting methods, and issue resolution procedures to ensure consistency and knowledge retention
• Stay updated on emerging technologies and product developments related to support operations to enhance service delivery and problem-solving capabilities

Requirements: 

• Strong understanding of product support processes and methodologies at L1, L2, and L3 levels
• Familiarity with ticketing systems and support tools
• Basic knowledge of IT operations and infrastructure
• Excellent communication and interpersonal skills for effective customer interaction and team collaboration