Senior Support Engineer - IT Operations

HCL Technologies Limited; Cary (NC); On-site; USD 90,000 - 115,000; Full time

Job summary

HCLTech is seeking a Senior Support Engineer to ensure high customer satisfaction by resolving client tickets efficiently while maintaining cost-effectiveness. The role focuses on supporting product operations and contributing to team knowledge through training and process improvements.

The ideal candidate has solid experience in product support across L1-L3 levels, with strong communication skills and familiarity with ticketing systems.

Qualifications

• Experience with L1/L2/L3 support processes.
• Familiarity with ticketing systems and support tools.
• Basic knowledge of IT operations and infrastructure.
• Excellent communication and interpersonal skills.

Responsibilities

• Troubleshoot and resolve client tickets with adherence to SLAs.
• Develop and deliver training programs for new team members.
• Facilitate knowledge transition sessions during project enhancements.
• Document and maintain records of support processes and resolutions.
• Stay updated on emerging technologies related to support operations.

Skills

Product support processes

Ticketing systems

IT operations knowledge

Communication skills

Education

ITIL Foundation (recommended)

Tools

Ticketing tools

Support tooling

IT infrastructure basics

Job description

The Senior Support Engineer plays a critical role in maintaining customer satisfaction by effectively resolving client tickets in a timely, cost-efficient, and high-quality manner. This position is integral to ensuring smooth product operations and enhancing the capabilities of the support team through knowledge sharing and continuous improvement.

Key Responsibilities

• 1. Troubleshoot And Resolve Client Tickets Through Detailed Analysis And Application Of Product Support Techniques, Ensuring Adherence To Defined Service Level Agreements.
• 2. Develop And Deliver Training Programs For New Team Members To Enhance Their Skills In Product Support And Operational Processes.
• 3. Facilitate Knowledge Transition Sessions During Project Enhancements, Ensuring Smooth Handover Of Information And Practices To Support Teams.
• 4. Document And Maintain Comprehensive Records Of Support Processes, Troubleshooting Methods, And Issue Resolution Procedures To Ensure Consistency And Knowledge Retention.
• 5. Stay Updated On Emerging Technologies And Product Developments Related To Support Operations To Enhance Service Delivery And Problem-Solving Capabilities.

Skill Requirements

• 1. Strong Understanding Of Product Support Processes And Methodologies At L1, L2, And L3 Levels.
• 2. Familiarity With Ticketing Systems And Support Tools.
• 3. Basic Knowledge Of It Operations And Infrastructure.
• 4. Excellent Communication And Interpersonal Skills For Effective Customer Interaction And Team Collaboration.

Other Requirements

• 1. Itil Foundation Certification Is Recommended But Not Mandatory.
• 2. Optional Certifications In Relevant Product Support Technologies Are Valuable For This Role.

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); and 10 paid holidays per year.