Sr Administrator (Support & Operations) (US)
Role Overview
To offer advanced technical support, troubleshooting and doing root cause analysis to ensure positive customer feedback.
Full Job Posting
Responsibilities
- To adhere to quality standards, regulatory requirements and company policies. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture. To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases and mitigating security threats.
- To adhere to quality standards, regulatory requirements and company policies.
- To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
- To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
- To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
- To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases and mitigating security threats.
Full Job Posting
Job Summary To offer advanced technical support, troubleshooting and doing root cause analysis to ensure positive customer feedback. Key Responsibilities To adhere to quality standards, regulatory requirements and company policies. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture. To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases and mitigating security threats. Skill Requirements null Other Requirements null
About HCL Technologies
HCL Technologies is a global IT services and consulting company offering digital, engineering, cloud, and AI solutions. Headquartered in Noida, India, it serves clients across industries in over 60 countries.
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