Tech Support Spec Database Support

Job description

Semi-senior consultant to provide Level 2 (L2) support for the Honeywell PHD Historian platform, operating within a Standard Operating Procedures (SoP)-based model. The role focuses on advanced operational support, executing standard, repeatable processes rather than deep product configuration. Key Responsibilities -Provide L2 support, including incident analysis, troubleshooting, and resolution -Execute SoPs and runbooks for recurring issues and service requests -Monitor system performance and ensure operational stability -Collaborate with L3 teams when required -Follow standard configurations and best practices Key Responsibilities 1. Troubleshoot And Resolve Critical And Complex Support Tickets Utilizing Advanced Diagnostic Techniques And Tools, Ensuring Minimal Disruption To End-User Operations. 2. Conduct Root Cause Analysis For Critical Issues And Faults By Hands-On Investigation And Data Analysis, Documenting Findings To Inform Future Preventive Strategies. 3. Implement Preventive Measures And Solutions To Mitigate Future Defects, Leveraging Insights From Previous Incidents And Collaborating With Development Teams For Systemic Improvements. 4. Provide Expert Technical Assistance To Team Members During Issue Resolution, Fostering A Collaborative Environment And Enhancing Overall Team Efficiency. 5. Execute Continuous Improvement Initiatives Focused On Optimizing Support Processes And Enhancing Team Performance Metrics Through Data-Driven Evaluations. Skill Requirements 1. Expertise In Product Support, With A Solid Understanding Of Troubleshooting Methodologies And Technical Support Best Practices. 2. Proficient In Diagnostic Tools And Techniques For Complex Issue Resolution. 3. Strong Analytical Skills To Conduct Root Cause Analysis And Implement Effective Preventive Measures. 4. Excellent Communication And Collaboration Skills To Provide Guidance To Team Members And Interact With End-Users. 5. Familiarity With It Service Management Frameworks And Continuous Improvement Methodologies. Other Requirements Required Skills & Experience -Experience with industrial data historians (e.g., Honeywell PHD, OSIsoft PI) -Strong troubleshooting skills in support environments -Experience in SoP-based / process-driven models -Knowledge of ITIL or similar frameworks -Fluent Spanish (local team) and professional English (global team) 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. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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