Sr tech support spec - database support

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 Technical Support Specialist

Job Summary
The Senior Technical Support Specialist plays a pivotal role in ensuring the stability and performance of critical business systems. Acting as the primary point of contact for high-impact activities, this role is essential for conducting complex support tasks, providing technical training, and serving as a Subject Matter Expert (SME). The incumbent will collaborate closely with customers to proactively address issues, implement preventive measures, and enhance the overall customer experience.

• Key Responsibilities
  1. Act As The Point Of Contact For All High Business-Impact Critical Activities, Managing Technical Escalations Effectively And Ensuring Timely Resolution.
  2. Conduct Complex Support Activities Using Advanced Troubleshooting Skills In Product Support, Overseeing The Resolution Process And Providing Technical Training To Less Experienced Team Members.
  3. Work Directly With Customers To Identify Potential Preventive Measures Using Network-Level Knowledge, Thereby Reducing Future Defects And Enhancing System Reliability.
  4. Identify Risks Associated With Product Functionalities And Establish Contingency Plans To Mitigate Potential Impacts On Business Operations.
  5. Serve As A Subject Matter Expert (Sme) In Product Support, Delivering Technical Assistance And Guidance To Both The Organization And End Customers, Ensuring That Solutions Are Aligned With Best Practices.
  6. Assist In The Creation And Development Of Initial Troubleshooting Tools For Customers, Transforming These Tools Into Value-Added Service Offerings.Skill Requirements
  1. Expert Proficiency In Product Support Systems And Troubleshooting Methodologies.
  2. Strong Understanding Of Network Infrastructure And Its Implications On Product Performance.
  3. Excellent Communication Skills To Effectively Engage With Customers And Team Members.
  4. In-Depth Knowledge Of Technical Documentation And The Ability To Create User-Friendly Guides And Tools.
  5. Proficiency In Incident Management And Escalation Processes.Certification
  1. Itil Foundation Certification Is Optional But Valuable For This Position.
  2. Relevant Technical Certifications In Product Support Te