What are the responsibilities and job description for the 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
Admnstr-English,SPANISH-SPAIN,Windows
Job Summary
This role focuses on delivering technical support in Spanish for Windows environments, ensuring prompt resolution of user issues and maintaining customer satisfaction. The individual applies in-depth language and technical skills to independently manage service tickets, perform root cause analysis, and contribute to the continuous improvement of support processes.
(1.) Key Responsibilities
1. Troubleshoot and resolve Windows operating system issues using Spanish (Spain) and English language skills, ensuring adherence to defined SLAs for ticket resolution.
2. Utilize remote desktop tools and Windows administration utilities to diagnose, analyze, and address user-reported incidents and service requests.
3. Conduct root cause analysis for recurring Windows-related problems, documenting findings and proposed solutions in the knowledge base.
4. Update, maintain, and enhance technical documentation and knowledge base articles in both Spanish and English to support service quality and team learning.
5. Provide guidance and training to new team members and analysts on Windows troubleshooting procedures and effective communication in Spanish (Spain).
6. Engage with customers via email, chat, or phone in Spanish (Spain) and English, ensuring a positive customer experience through clear communication and first-call resolution.
Skill Requirements
1. InDepth Knowledge Of Windows User Account Management, File Systems, And System Security Features.
2. Advanced Command Of Spanish (Spain) And English, Both Written And Verbal, For Technical Support And Documentation.
3. Familiarity With Remote Desktop Tools, Ticketing Systems, And Itsm Platforms.
4. Strong Analytical And ProblemSolving Skills For Conducting Root Cause Analysis On Windows Issues.
5. Ability To Update And Manage Technical Documentation In Spanish And English.
Certification
1. Optional but valuable: Microsoft Certified: Modern Desktop Administrator Associate (MD100/MD101)
2. Optional but valuable: ITIL Foundation 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
Admnstr-English,SPANISH-SPAIN,Windows
Job Summary
This role focuses on delivering technical support in Spanish for Windows environments, ensuring prompt resolution of user issues and maintaining customer satisfaction. The individual applies in-depth language and technical skills to independently manage service tickets, perform root cause analysis, and contribute to the continuous improvement of support processes.
(1.) Key Responsibilities
1. Troubleshoot and resolve Windows operating system issues using Spanish (Spain) and English language skills, ensuring adherence to defined SLAs for ticket resolution.
2. Utilize remote desktop tools and Windows administration utilities to diagnose, analyze, and address user-reported incidents and service requests.
3. Conduct root cause analysis for recurring Windows-related problems, documenting findings and proposed solutions in the knowledge base.
4. Update, maintain, and enhance technical documentation and knowledge base articles in both Spanish and English to support service quality and team learning.
5. Provide guidance and training to new team members and analysts on Windows troubleshooting procedures and effective communication in Spanish (Spain).
6. Engage with customers via email, chat, or phone in Spanish (Spain) and English, ensuring a positive customer experience through clear communication and first-call resolution.
Skill Requirements
1. InDepth Knowledge Of Windows User Account Management, File Systems, And System Security Features.
2. Advanced Command Of Spanish (Spain) And English, Both Written And Verbal, For Technical Support And Documentation.
3. Familiarity With Remote Desktop Tools, Ticketing Systems, And Itsm Platforms.
4. Strong Analytical And ProblemSolving Skills For Conducting Root Cause Analysis On Windows Issues.
5. Ability To Update And Manage Technical Documentation In Spanish And English.
Certification
1. Optional but valuable: Microsoft Certified: Modern Desktop Administrator Associate (MD100/MD101)
2. Optional but valuable: ITIL Foundation Certification