IT Support Specialist
1 week ago
**Job Summary:**
We are seeking a highly skilled Technical Consultant to join our team at HCL Technologies. As a Technical Consultant, you will be responsible for providing technical support and guidance to our clients, ensuring that their IT needs are met and exceeded.
Key Responsibilities:
- **Incident Management:**
- Track performance and log Reason For Outage (RFO)
- Initiate Triage process / initial diagnostics (review automation findings and manually validating)
- Check circuit and order history
- Reference manually and assign all child incidents that are related to an High Level Outage (HLO)
- **Problem Management:**
- Handle Letter of Authority (LOA) circuits
- Create manual telco and external incidents to further isolate the fault and send comments
- Review and respond to incident notifications / Next Action Due (NAD)
- Pull physical/ logical performance monitoring stats and alarm handling
- **Communication and Collaboration:**
- Provide regular technical status update for incidents and scrub incidents
- Provide instructions for Customer to follow to troubleshoot their equipment (Test Assist)
- Initiate Return Material Authorization (RMA) (Sourcing replacement) process
- Perform head-to-head testing with telco Lead and/or participate on vendor meet conference/bridge calls with vendors or internal teams (e.g. SOC)
- **Escalation and Resolution:**
- Engage Tier 2 on higher level issues
- Refer incidents out to Field Ops for dispatches
- Perform Monitor Service
- Resolve incident and determine RFO
- **Quality and Compliance:**
- Participate in Customer service reviews as required (SIP, QBR)
- Provide input into postmortem reviews
- Provide summary on ticket via SEANR (Summary Escalation Action Next Step Resolution) template
- Engage provisioning team to redesign route where needed
Requirements:
- **Education and Experience:**
- Bachelor's degree preferred or relevant work experience
- **Skills and Qualifications:**
- Strong Customer service and support skills
- Strong written / verbal communication
- CCNA level preferred
- **Behavioral Competencies:**
- To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team
- To provide support for on call escalations or L3 level support and doing incident and problem management
- To work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring drives
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans
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