Senior IT Support Specialist

4 weeks ago


Hamilton, Texas, United States HCL Technologies Full time
Job Summary

As a Senior IT Support Specialist at HCL Technologies, you will be responsible for providing first-level support solutions for production-connected systems. This includes operating responsibility in incident, problem, and configuration management in support of VW Production environment. You will work directly with other support teams and business process owners to identify and improve support delivery to end users.

Key Responsibilities

• Provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
• Update worklogs and follow shift or escalation process to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value-adding activities such as Knowledge base update and self-development.

Requirements

• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide coordination services under the direction of the local ITP and work with application teams, server teams, and business units to deliver first-level support solutions for production-connected systems.

What We Offer

• Opportunity to work with a leading IT company and contribute to the growth and success of our organization.
• Collaborative and dynamic work environment with a team of experienced professionals.
• Opportunities for career growth and professional development.
• Competitive compensation and benefits package.
• Recognition and rewards for outstanding performance and contributions to the team.

How to Apply

Interested candidates should submit their resume and cover letter to [insert contact information].

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