Sr tech support spec - itsm, telecom

Hcl Technologies; Washington; On-site; USD 113,000 - 172,000; Full time

Job summary

A global technology company is seeking a Senior Technical Support Specialist in Washington to manage high-impact support operations. This role focuses on customer satisfaction through expert technical assistance and mentoring junior staff. Responsibilities include handling escalations, training team members, collaborating with customers for preventive measures, and ensuring reliability in service delivery. This position offers competitive compensation and benefits including medical insurance and retirement plans.

Benefits

Medical insurance

Dental and vision coverage

401(k) retirement plan

10 days paid time off

10 paid holidays

Qualifications

• Proficiency in troubleshooting complex technical issues.
• Experience in product support best practices.
• Certification in specific product areas is a plus.

Responsibilities

• Serve as the primary contact for technical escalations.
• Conduct complex support activities and training.
• Collaborate with customers for preventive measures.
• Identify risks in operations and develop contingency plans.
• Provide advanced technical support to customers.
• Develop initial troubleshooting tools for improved service.

Skills

Expert Knowledge In Product Support Processes (L1, L2, L3)

Strong Communication Skills

Problem-Solving Abilities

Risk Assessment

Education

Itil Foundation Certification

Job description

Project role: Sr tech support spec - itsm, telecom

Skills: L3)

• Secondary Skills:
  • Backend Support
  • Telecom
  • ITSM

No. of positions:1

Pay Range Minimum:$113000

Pay Range Maximum:$172000

About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Senior Technical Support Specialist

Job Summary
As a Senior Technical Support Specialist, you will serve as the primary point of contact for high-impact business activities, conducting complex support operations and providing expert-level technical assistance. Your role is crucial in ensuring seamless service delivery and enhancing customer satisfaction by leveraging your extensive knowledge in product support. You will mentor junior team members and actively collaborate with customers to implement preventive measures, ensuring the reliability and efficiency of our products and services.

Key Responsibilities

1. Serve As The Primary Point Of Contact For All Critical Activities And Technical Escalations, Providing Expert Guidance And Resolution Strategies In Product Support.
2. Conduct Complex Support Activities, Providing Oversight And Technical Training To Junior Team Members To Enhance Their Skills And Knowledge In Product Support Processes.
3. Collaborate With Customers To Identify And Implement Preventive Measures, Utilizing Your Network-Level Expertise To Reduce Future Defects And Enhance Service Reliability.
4. Identify Potential Risks In Support Operations And Develop Comprehensive Contingency Plans To Mitigate Impacts On Business Continuity.
5. Act As A Subject Matter Expert (Sme) By Delivering Advanced Technical Support And Assistance To Both The Organization And End Customers, Ensuring Optimal Use Of Products And Services.
6. Assist In The Creation And Development Of Initial Troubleshooting Tools For Customers, Enhancing Service Offerings And Improving The Troubleshooting Process.

Skill Requirements

1. Expert Knowledge In Product Support Processes (L1, L2, L3) With A Strong Understanding Of Itsm Frameworks.
2. Proficiency In Troubleshooting Complex Technical Issues And Providing Effective Solutions.
3. Strong Communication Skills To Effectively Convey Technical Concepts To Both Technical And Non-Technical Stakeholders.
4. Excellent Problem-Solving Abilities And Experience In Risk Assessment And Contingency Planning.

Certification

1. Itil Foundation Certification Is Recommended.
2. Relevant Product-Specific Certifications Are Considered Valuable But Are Not Ma

Compensation and Benefits

A candidate’s pay within the range will depend on their work location, 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.