Senior Tech Support spec - IT Operations

HCLTech; Brasil; Híbrido; BRL 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Global team

Career growth

Cutting-edge technologies

Inclusion culture

Resumo da oferta

HCLTech is seeking a Senior Technical Support Specialist to serve as a key contact for high-impact business activities, delivering expert technical support and guiding the team. The role emphasizes escalation management, preventive measures and service quality enhancement.

The ideal candidate will mentor junior engineers, collaborate with customers on complex network issues and help design efficient troubleshooting tools to improve customer experience.

Qualificações

• Expert knowledge in Product Support (L1-L3) with troubleshooting, escalation management and technical guidance.
• Strong analytical skills with the ability to identify and mitigate risks in technical operations.
• Excellent communication skills to effectively interact with customers and provide technical training.

Responsabilidades

• Act as the primary point of contact for high-impact business activities and technical escalations, ensuring prompt resolution.
• Provide oversight and mentoring to junior team members to enhance their technical skills and knowledge.
• Collaborate with customers to analyze network-level issues and implement preventive measures.

Descrição da oferta de emprego

We are HCLTech, one of the world’s largest and fastest growing technology and DSA companies with over 227,000 professionals across 60 countries, driving progress through industry-leading capabilities focused on Digital, Engineering and Cloud.

The driving force behind this work, our people, is a diverse, creative and passionate audience that enables us to continually raise the bar for excellence in our services. We strive to empower each of our professionals to achieve their best, while also striving to help them find their daily inspiration and become the best version of themselves.

Job Summary

The Senior Technical Support Specialist serves as a critical point of contact for high-impact business activities, offering expert technical support and guidance to both the organization and end customers. This role is essential in managing complex support activities, providing training to junior team members, and ensuring the effective resolution of escalated technical issues. The Specialist is not only a key player in driving customer satisfaction but also plays a strategic role in identifying risks and developing preventive measures to optimize service quality.

Key Responsibilities

1. Act As The Primary Point Of Contact For All High-Impact Business Activities And Technical Escalations, Ensuring Prompt And Effective Resolution Of Issues.

2. Conduct Complex Support Activities, Providing Oversight And Mentoring To Junior Team Members To Enhance Their Technical Skills And Knowledge.

3. Collaborate With Customers To Analyze Network-Level Issues, Identifying And Implementing Preventive Measures To Minimize Future Defects.

4. Assess Potential Risks Associated With Technical Operations And Develop Comprehensive Contingency Plans To Mitigate These Risks.

5. Serve As A Subject Matter Expert, Delivering Expert Technical Support And Consultation To Both Internal Teams And End Customers, Enhancing Overall Service Quality.

6. Assist In The Design And Development Of Initial Troubleshooting Tools That Can Be Offered As Part Of Customer Service Solutions, Improving Efficiency And Customer Experience.

Skill Requirements

1. Expert Knowledge In Product Support (L1-L2-L3) Encompassing Troubleshooting, Escalation Management, And Technical Guidance.

2. Strong Analytical Skills With The Ability To Identify And Mitigate Risks In Technical Operations.

3. Excellent Communication Skills To Effectively Interact With Customers And Provide Technical Training.

4. Proficiency In Developing Customer-Focused Solutions And Tools For Improved Support Processes.

At HCLTech, we don’t just offer jobs — we offer journeys. Join a global team where your work drives innovation, your ideas matter, and your growth is supported every step of the way.

• Be part of a purpose-led organization with a global footprint
• Collaborate with diverse teams across borders
• Work on cutting-edge technologies in enterprise integration
• Enjoy career mobility, continuous learning, and a culture of inclusion

Equality & Opportunity for All

Representing 165 nationalities worldwide, we are proud to be an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, religion, sex, color, age, national origin, pregnancy, sexual orientation, disability or genetic information, or any other protected classification, in accordance with federal, state and/or local laws