Description
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. Your Role & Responsibilities Provide a support function for the Client ensuring timely and effective resolution of software/hardware issues with output devices, software solutions and assisting in identifying infrastructure issues. Support on-going recommendations for improvement and configuration, also forming part of the role in support of the Service and may include activity in support of pre-sales throughout the contract life. The Technical Services Team acts as enablers, in achieving a measurable service as per the individual account contract commitments. The position reports to the Technical Services Manager. • Provide technical architectural support for design and technical delivery services for contract life, from proof of concept to live deployment for all software or hardware solution components.• Act as a single point of contact to the customer, partner(s), subcontractor(s) and other stakeholders in relation to technology-based components.• Depending on the scale of requirements within an account, this role may provide support activity across multiple accounts as required.• Provide a support role during the testing and rollout of the technical solution within the guidelines of the contracted service.• Ensure flexibility in support role to align to changes relating to the client's IT support services.• Ensure minimum suitable accreditation levels are maintained in line with the contract and Xerox standards.• Ensure availability for overtime, holidays etc. as per Account contract requirements.• Position may involve some travel to various client sites.• Ensure 100% compliance to Escalation policy and support Security and Risk compliance in line with the contractual obligations.• Manage assigned Technology based escalations within assigned account(s).• Ensure all Escalations are managed in a timely manner Support change management escalations• Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
Requirements
Qualifications & Experience • Bachelor's Degree (Computer Science, MIS (Management Information Systems), Engineering or related)• Experienced pre-sales and 2nd line support in a service driven industry.• Understanding of ITIL, Lean Six Sigma, Agile methodologies.• IT certifications (MS, Cisco, etc.)Skill set Required• Attention to detail with strong organisational capability• Ability to manage / work in a cross-functional team / environment.• Evidence of experience working within virtual teams of highly skilled individuals.• Ability to multitask and prioritize many initiatives.• Experienced at interfacing with customer across multiple levels.• Ability to identify and articulate risk.• Experience of troubleshooting application related issues in a complex network environment with good TCP/IP knowledge.• Experience of working in a test bed environment reported problem replication, investigation of vulnerabilities, hardware, and software maintenance.• Experience of Installation and configuration of server technologies.• MS Office (i.e., Word, Excel, Outlook, PowerPoint, Visio & MS Project, and PowerPoint)Required Language Thresholds• English Proficiency /C1 Level
Offer
Why Us • Permanent contract • Competitive salary • Private health and life insurance from day one in the company • Working hours: Monday to Friday• Hybrid Work Module • Meal allowance on card/voucher Equality & Opportunity for All Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Candidate Privacy Notice: https://www.hcltech.com/candidate-privacy-notice
Conocimientos:Customer Service, Technical Support, Troubleshooting, Problem-Solving And Interpersonal Abilities
