Senior Tech Support spec - IT Operations

HCL Technologies Limited; India; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

HCL Technologies Limited is seeking a Senior Technical Support Specialist to act as the primary contact for high-impact technical issues, provide expert guidance, and mentor junior staff. The role focuses on resolving escalations, analyzing complex network-level problems, and driving preventive measures to improve service quality.

The candidate will collaborate with customers to implement proactive solutions, develop troubleshooting tools, and advise internal teams.

Qualifications

• Experience in handling high-visibility technical issues across multiple products.
• Ability to mentor junior team members and oversee complex support activities.
• Strong communication to articulate technical guidance to customers and internal teams.

Responsibilities

• Act As The Primary Point Of Contact For All High-Impact Business Activities And Technical Escalations, Ensuring Prompt And Effective Resolution Of Issues.
• Conduct Complex Support Activities, Providing Oversight And Mentoring To Junior Team Members To Enhance Their Technical Skills And Knowledge.
• Collaborate With Customers To Analyze Network-Level Issues, Identifying And Implementing Preventive Measures To Minimize Future Defects.
• Assess Potential Risks Associated With Technical Operations And Develop Comprehensive Contingency Plans To Mitigate These Risks.
• Serve As A Subject Matter Expert, Delivering Expert Technical Support And Consultation To Both Internal Teams And End Customers, Enhancing Overall Service Quality.
• 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.

Skills

Technical support

L1-L3 troubleshooting

Escalation management

Customer training

Education

ITIL Foundation

CompTIA A+

Job description

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

• Act As The Primary Point Of Contact For All High-Impact Business Activities And Technical Escalations, Ensuring Prompt And Effective Resolution Of Issues.
• Conduct Complex Support Activities, Providing Oversight And Mentoring To Junior Team Members To Enhance Their Technical Skills And Knowledge.
• Collaborate With Customers To Analyze Network-Level Issues, Identifying And Implementing Preventive Measures To Minimize Future Defects.
• Assess Potential Risks Associated With Technical Operations And Develop Comprehensive Contingency Plans To Mitigate These Risks.
• Serve As A Subject Matter Expert, Delivering Expert Technical Support And Consultation To Both Internal Teams And End Customers, Enhancing Overall Service Quality.
• 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

• Expert Knowledge In Product Support (L1-L2-L3) Encompassing 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.
• Proficiency In Developing Customer-Focused Solutions And Tools For Improved Support Processes.

Other Requirements

Relevant Industry Certifications Such As Itil Foundation, Comptia A+, Or Equivalent Certifications Are Optional But Highly Valued.

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.