Senior Support Engineer - ITSM, Telecom

Noida, Uttar Pradesh

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
Troubleshoot And Resolve

Client-Reported Issues By Analyzing System Logs And Utilizing Diagnostic Tools, Ensuring Timely And Effective Resolutions Across Multiple Product Lines.
Conduct Training Sessions For Recent Team

Members, Equipping Them With Essential Skills And Knowledge For Effective Product Support Operations.
Facilitate Knowledge Transfer During Project Enhancements By Documenting Recent Processes And Updates, Ensuring Smooth Transitions And Continuity Of Support.




Maintain Comprehensive Documentation Of Troubleshooting Methods And Support Processes To Enhance Team Efficiency And Provide A Clear Reference For Future Inquiries.
Stay Updated On The Latest Technologies

And Product Developments Within The Industry To Proactively Address Emerging Issues And Improve Support Strategies.

Skill Requirements
Strong Understanding Of Product Support

Processes (L1-L2-L3)
Familiarity With Itsm Principles And

Tools, Including Ticketing Systems
Basic Knowledge Of Troubleshooting Techniques Across Various Platforms And Technologies
Experience In Documentation And Process Improvement Methodologies
Positive Communication And Interpersonal Skills For

Effective Training And Collaboration

Other Requirements
Itil Foundation Certification Is Optional But

Valuable For Enhancing Support Capabilities.

📌 Senior Support Engineer Itsm, Telecom Noida (India)
🏢 HCLTech
📍 India