Senior Administrator (Support & Operations)

HCL Technologies Limited; Kuala Lumpur; On-site; MYR 45,000 - 89,000; Full time

Job summary

HCL Technologies Limited in Kuala Lumpur is seeking an experienced Technical Support Analyst to provide advanced technical assistance, perform root cause analysis, and resolve complex incidents to ensure positive customer feedback.

You will adhere to quality standards and SLAs, update knowledge bases, train freshers, coach analysts, and collaborate with other support teams to maintain a strong security posture and high CSAT.

Qualifications

• Experience handling advanced technical issues and complex incidents.
• Ability to perform root cause analysis and implement effective solutions.
• Experience updating knowledge bases and training junior analysts.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Support complex incidents, perform root cause analysis, and implement solutions.
• Update and manage knowledge bases; train freshers and coach analysts.
• Resolve complex tickets within SLAs; collaborate with other support teams.
• Ensure positive CSAT via First Call Resolution and secure threat mitigation.

Skills

Technical support

Root cause analysis

Customer service

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.