Senior Support Engineer ITSM, Telecom

Job description

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. 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 Other Requirements 1. Itil Foundation Certification Is Optional But Valuable For Enhancing Support Capabilities. Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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