Sr Administrator (Support & Operations)

HCL Technologies Limited; Etah; On-site; INR 350,000 - 500,000; Full time

Job summary

HCL Technologies Limited in India is seeking a technical support specialist to deliver advanced troubleshooting, perform root cause analysis, and resolve complex incidents to ensure positive customer feedback.

You will update knowledge bases, train freshers, coach analysts, and collaborate with other teams to maintain service quality and security posture while meeting SLAs and striving for First Call Resolution.

Qualifications

• Experience in technical support and incident resolution.
• Ability to perform root cause analysis and implement solutions.
• Experience updating knowledge bases and coaching junior staff.

Responsibilities

• Adhere to quality standards, regulatory requirements, and company policies.
• Provide support for complex incidents escalated by analysts; perform root cause analysis.
• Work on knowledge base updates and training freshers and analysts.
• Resolve complex tickets within SLAs; collaborate with other teams for security posture.
• Ensure positive customer experience and CSAT through First Call Resolution.

Skills

Root cause analysis

Incident management

Knowledge base management

Job description

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• 1. To adhere to quality standards, regulatory requirements and company policies.
• 2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• 3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
• 4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
• 5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

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.