Technical Support Specialist
4 weeks ago
Job Description:
We are seeking an IT Site Support Specialist to join our team at HCL Technologies. The ideal candidate will have prior IT experience, excellent communication skills, and a strong problem-solving aptitude.
Key Responsibilities:
- Provide technical expertise and end-user support in areas such as Mac OS, Microsoft Windows, and Microsoft Office 365.
- Log and resolve tickets in a timely manner, escalating issues to other support teams as needed.
- Offer desktop/laptop break/fix/maintenance support.
- Support growing mobility platforms, including iOS, Android, and Windows-based devices.
- Deploy and recover technology assets, and build PCs and laptops.
Requirements:
- Prior IT experience, preferably in the professional services industry.
- Excellent communication and problem-solving skills.
- Ability to prioritize issues and provide excellent customer service.
- Experience working in an ITIL-based Service Desk.
- Extensive knowledge of Windows-based technologies, hardware platforms, and Microsoft technologies.
Additional Responsibilities:
- Resolve tickets within agreed SLAs.
- Adhere to quality standards, regulatory requirements, and company policies.
- Work on value-added activities, such as knowledge base updates and analyst training.
What We Offer:
A positive customer experience and high CSAT through First Call Resolution and minimum rejected resolutions or reopen cases.
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