IT Support Specialist

1 week ago


Baxter, Iowa, United States HCL Technologies Full time
Job Description

**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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