Administrator (Support & Operations)

HCL Technologies Limited; Carteret (NJ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid time off (PTO)

Paid holidays

Employee assistance program

Job summary

HCL Technologies Limited in New Jersey, Carteret, is seeking a customer-focused on-call support engineer to resolve tickets, perform root-cause analysis, and contribute to knowledge base updates. The role emphasizes timely ticket closure and improving customer satisfaction across supported services.

The position requires adherence to quality standards and company policies, with opportunities to train freshers and coach analysts while maintaining strong CSAT through effective first-contact

Qualifications

• Provide on-call support and resolve tickets.
• Perform root-cause analysis to improve outcomes.
• Contribute to knowledge base updates and management.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on-call escalations and root-cause analysis.
• Work on knowledge base updates and training freshers/coaching analysts.
• Independently resolve tickets within agreed SLA.
• Ensure positive customer experience and CSAT through first-call resolution.

Skills

On-call support

Root cause analysis

Knowledge base management

Training freshers

Coaching analysts

Ticket SLA adherence

Customer experience focus

Job description

To independently resolve tickets, provide on call support 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 on call escalations and doing root cause analysis of given issue.
• 3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• 4. To independently resolve tickets within agreed SLA of ticket volume and time.
• 5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies:

• medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year.