Support Engineer
HCLTech
Senior Support Engineer - ITSM, Telecom
About this role
Job Summary
The Senior Support Engineer plays a critical role in ensuring optimal customer satisfaction by effectively resolving support tickets within stipulated time, cost, and quality standards. This position is essential for delivering high-quality product support and enhancing team capabilities through knowledge sharing and process documentation.
Key Responsibilities
1. Troubleshoot And Resolve Client-Reported Issues By Analyzing System Logs And Utilizing Diagnostic Tools, Ensuring Timely And Effective Resolutions Across Multiple Product Lines.
2. Conduct Training Sessions For New Team Members, Equipping Them With Essential Skills And Knowledge For Effective Product Support Operations.
3. Facilitate Knowledge Transfer During Project Enhancements By Documenting New Processes And Updates, Ensuring Smooth Transitions And Continuity Of Support.
4. Maintain Comprehensive Documentation Of Troubleshooting Methods And Support Processes To Enhance Team Efficiency And Provide A Clear Reference For Future Inquiries.
5. Stay Updated On The Latest Technologies And Product Developments Within The Industry To Proactively Address Emerging Issues And Improve Support Strategies.
2. Conduct Training Sessions For New Team Members, Equipping Them With Essential Skills And Knowledge For Effective Product Support Operations.
3. Facilitate Knowledge Transfer During Project Enhancements By Documenting New Processes And Updates, Ensuring Smooth Transitions And Continuity Of Support.
4. Maintain Comprehensive Documentation Of Troubleshooting Methods And Support Processes To Enhance Team Efficiency And Provide A Clear Reference For Future Inquiries.
5. Stay Updated On The Latest Technologies And Product Developments Within The Industry To Proactively Address Emerging Issues And Improve Support Strategies.
Skill Requirements
1. Strong Understanding Of Product Support Processes (L1-L2-L3)
2. Familiarity With Itsm Principles And Tools, Including Ticketing Systems
3. Basic Knowledge Of Troubleshooting Techniques Across Various Platforms And Technologies
4. Experience In Documentation And Process Improvement Methodologies
5. Good Communication And Interpersonal Skills For Effective Training And Collaboration
2. Familiarity With Itsm Principles And Tools, Including Ticketing Systems
3. Basic Knowledge Of Troubleshooting Techniques Across Various Platforms And Technologies
4. Experience In Documentation And Process Improvement Methodologies
5. Good Communication And Interpersonal Skills For Effective Training And Collaboration
Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For Enhancing Support Capabilities.
Frequently Asked Questions
Is the salary disclosed for the Senior Support Engineer - ITSM, Telecom position at HCLTech?
The salary for this Senior Support Engineer - ITSM, Telecom role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Support Engineer - ITSM, Telecom position at HCLTech located?
This Senior Support Engineer - ITSM, Telecom role at HCLTech is based in Noida, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Support Engineer - ITSM, Telecom position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Support Engineer - ITSM, Telecom job at HCLTech posted?
This Senior Support Engineer - ITSM, Telecom position at HCLTech was posted on Sep 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Support Engineer - ITSM, Telecom
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.