SME - Network LAN/WAN

HCL Technologies Limited; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

HCL Technologies Limited in Chennai invites a Network Support specialist to drive timely resolution of escalated LAN/WAN incidents with SLA compliance, enhancing customer satisfaction.

You will mentor team members, prepare SOPs, validate change orders, and participate in capacity planning, while analyzing data to generate reports for performance improvements presented to key stakeholders.

Qualifications

• In-depth knowledge of data LAN/WAN technologies and incident management processes.
• Strong analytical skills for root cause and trend analysis.
• Excellent communication to liaise with stakeholders.
• Ability to mentor team members in support operations.

Responsibilities

• Ensure timely resolution and quality compliance of escalated tickets by analyzing LAN/WAN incidents per SLAs.
• Mentor team members on LAN/WAN protocols and best practices; prepare SOPs.
• Validate change order implementation plans with human error protocols; participate in capacity planning.
• Facilitate positive customer feedback by meetings to gather insights and provide solutions.
• Conduct root cause and trend analyses to generate reports for performance improvements.

Skills

LAN/WAN knowledge

Incident management

Root cause analysis

Stakeholder communication

Education

ITIL Foundation Certification

CCNA Certification

Job description

Key Responsibilities

• 1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets By Analyzing Lan/Wan Incidents According To Slas, Leading To Improved Customer Satisfaction.


• 2. Mentor Team Members On Lan/Wan Protocols And Best Practices, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Operational Efficiency.


• 3. Validate Change Order Implementation Plans By Assessing Compliance With Human Error Protocols And Actively Participate In Capacity Planning For Lan/Wan Resources.


• 4. Facilitate Positive Customer Feedback By Participating In Meetings To Gather Insights On Challenges Faced And Provide Actionable Solutions.


• 5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis To Generate Reports That Support Performance Improvements And Present Findings To Key Business Stakeholders.

Skill Requirements

• 1. In-Depth Knowledge Of Data Lan/Wan Technologies And Incident Management Processes.


• 2. Strong Analytical Skills To Conduct Root Cause Analysis And Trend Analysis.


• 3. Excellent Communication Skills To Liaise With Stakeholders And Present Findings Effectively.


• 4. Proven Ability To Mentor And Guide Team Members In Support Operations.

Other Requirements

• 1. Itil Foundation Certification Is Preferred.


• 2. Cisco Certified Network Associate (Ccna) Certification Is Optional But Valuable

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.