What are the responsibilities and job description for the SENIOR SPECIALIST position at HCL Technologies?
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
Sr Admnstr-English,SPANISH-SPAIN,Windows
Job Summary
This role delivers advanced technical support and troubleshooting for Windows environments, leveraging Spanish (Spain) and English language proficiency. The individual addresses complex incidents escalated by team members, conducts root cause analysis, and implements solutions to maintain operational excellence and enhance customer satisfaction. They contribute to knowledge management and mentor less experienced analysts to strengthen team capability.
(1.) Key Responsibilities
1. Deliver advanced technical support for Windows operating systems by diagnosing and resolving complex incidents using both English and Spanish (Spain), ensuring compliance with quality standards and company policies.
2. Perform root cause analysis and implement effective solutions for escalated technical and security issues in Windows environments, addressing incidents to meet agreed service level agreements (SLAs).
3. Update and manage knowledge base articles related to Windows troubleshooting and support, ensuring information is accurate and accessible for team members.
4. Provide coaching and guidance to analysts and new team members in both English and Spanish (Spain), sharing best practices for technical issue resolution and customer communication.
5. Collaborate with internal support teams to address cross-functional technical challenges in Windows administration, ensuring seamless operations and a strong security posture.
6. Drive positive customer experiences by achieving first call resolution, minimizing rejected resolutions and reopened cases, and proactively mitigating potential security threats within the Windows ecosystem.
Skill Requirements
1. Advanced Proficiency In Windows Administration, Troubleshooting, And Security Best Practices.
2. Advanced Proficiency In Performing Root Cause Analysis And Implementing Solutions For Complex Technical Issues.
3. Advanced Understanding Of Service Management Tools For Ticket Resolution And Sla Compliance.
4. Advanced Ability To Update And Maintain Technical Knowledge Bases And Documentation.
5. Advanced Communication Skills For Coaching And Supporting Team Members.
Certification<
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
Sr Admnstr-English,SPANISH-SPAIN,Windows
Job Summary
This role delivers advanced technical support and troubleshooting for Windows environments, leveraging Spanish (Spain) and English language proficiency. The individual addresses complex incidents escalated by team members, conducts root cause analysis, and implements solutions to maintain operational excellence and enhance customer satisfaction. They contribute to knowledge management and mentor less experienced analysts to strengthen team capability.
(1.) Key Responsibilities
1. Deliver advanced technical support for Windows operating systems by diagnosing and resolving complex incidents using both English and Spanish (Spain), ensuring compliance with quality standards and company policies.
2. Perform root cause analysis and implement effective solutions for escalated technical and security issues in Windows environments, addressing incidents to meet agreed service level agreements (SLAs).
3. Update and manage knowledge base articles related to Windows troubleshooting and support, ensuring information is accurate and accessible for team members.
4. Provide coaching and guidance to analysts and new team members in both English and Spanish (Spain), sharing best practices for technical issue resolution and customer communication.
5. Collaborate with internal support teams to address cross-functional technical challenges in Windows administration, ensuring seamless operations and a strong security posture.
6. Drive positive customer experiences by achieving first call resolution, minimizing rejected resolutions and reopened cases, and proactively mitigating potential security threats within the Windows ecosystem.
Skill Requirements
1. Advanced Proficiency In Windows Administration, Troubleshooting, And Security Best Practices.
2. Advanced Proficiency In Performing Root Cause Analysis And Implementing Solutions For Complex Technical Issues.
3. Advanced Understanding Of Service Management Tools For Ticket Resolution And Sla Compliance.
4. Advanced Ability To Update And Maintain Technical Knowledge Bases And Documentation.
5. Advanced Communication Skills For Coaching And Supporting Team Members.
Certification<