Senior Technical Support & Security Incident Lead

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

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.