Senior Support Lead

Vijayawada, Andhra Pradesh

Job Summary

The Support Engineer( Experience: 3 to 4 years) plays a crucial role in ensuring customer satisfaction by effectively resolving technical issues and queries. This position is responsible for addressing client tickets, documenting processes, and maintaining up-to-date knowledge of relevant technologies. The Support Engineer's contributions are vital for the smooth operation of IT services and the enhancement of user experience.

Key Responsibilities

1. Troubleshoot And Resolve Client Tickets By Utilizing Diagnostic Tools And Techniques In Product Support, Ensuring Timely And Effective Solutions To Enhance Customer Satisfaction.
2. Document All Established Processes And Methods For Ticket Resolution And Troubleshooting Using Internal Knowledge Management Systems,



Contributing To Continuous Improvement And Knowledge Sharing.
3. Interface With Customers To Clarify Ticket Details And Provide Resolution Updates, Ensuring Clear Communication And Understanding Of Issues And Solutions.
4. Maintain Familiarity With The Latest Technologies And Industry Trends In It Operations And Product Support, Actively Applying This Knowledge To Improve Service Delivery.

Skill Requirements

Operating Systems

Active Directory & Identity

Virtualization

Networking

Server & Storage

Cloud Fundamentals

Endpoint Management

Monitoring & Ticketing

Scripting/Automation

Security & Compliance

Hardware/Peripherals

Other Requirements

📌 Senior Support Lead (Vijayawada)
🏢 HCLTech
📍 Vijayawada