Senior support engineer - fab services

Job description:

About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Senior Support Engineer - Fab Services

Job Summary
The Senior Support Engineer plays a crucial role in ensuring customer satisfaction by efficiently resolving client tickets in alignment with defined standards for time, cost, and quality. This position emphasizes technical proficiency in Fab Services, along with a commitment to continuous improvement, knowledge sharing, and process documentation to enhance service delivery.

• Key Responsibilities
  1. Troubleshoot And Resolve Client Tickets By Applying Advanced Knowledge Of Fab Services, Ensuring Adherence To Service Level Agreements For Timely And Effective Solutions.
  2. Conduct Training Programs For New Team Members, Facilitating Their Understanding Of Fab Services Processes And Technologies To Enhance Team Competency.
  3. Manage Knowledge Transition During Project Enhancements By Documenting Key Insights And Updates Related To Fab Services, Promoting Seamless Handover And Continuity.
  4. Document All Defined Processes And Methods For Ticket Resolution And Troubleshooting Within Fab Services, Ensuring Clarity And Consistency In Service Delivery.
  5. Stay Updated On The Latest Technologies And Trends In Fab Services, Leveraging This Knowledge To Improve Support Processes And Contribute To Team Discussions.Skill Requirements
  1. Strong Understanding Of Fab Services And Related Support Processes
  2. Familiarity With Troubleshooting Methodologies And Ticketing Systems
  3. Good Knowledge Of Documentation Practices And Process Standardization
  4. Basic Understanding Of Customer Service Principles And PracticesCertification
  1. Optional But Valuable Certifications In It Service Management (E.G., Itil Foundation)
  2. Recommended Certification In Relevant Fab Services Technologies Or Tools