Website : www.hcl.com
Job Role : Technical Support Manager
Eligibility : Any Graduate
Experience : 2 – 7 Years
Job Location : Chennai
Walk-In Date : 07 Apr – 10 Apr 2015
Walk-In Time : 01:00 PM – 04:00 PM
HCL is a $5.3 billion leading global technology and IT enterprise comprising two companies listed in India – HCL Technologies and HCL Infosystems. Founded in 1976, HCL is one of India’s original IT garage start-ups. A pioneer of modern computing, HCL is a global transformational enterprise today. Its range of offerings includes product engineering, custom & package applications, BPO, IT infrastructure services, IT hardware, systems integration, and distribution of information and communications technology (ICT) products across a wide range of focused industry verticals. The HCL team consists of over 71,000 professionals of diverse nationalities, who operate from 29 countries including over 500 points of presence in India. HCL has partnerships with several leading Global 1000 firms, including leading IT and Technology firms.
Technical Support to HCL’s business clients.
He / She will be responsible to provide voice/email/chat support, Resolve Technical or network problem diagnosis,chat, to the clients and provide technical resolution.
Incumbent should open for 24X7 operations.
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users.
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention’s.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
Perform user account management activities.
Escalate complex problem to appropriate support specialists.
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
Troubleshoot client software and basic network connectivity problems.
Identify, evaluate and prioritize customer problems and complaints.
May train users and operators on a limited basis and/or may write training procedures.
Participate in on-going training and departmental development.
Routine maintenance updates with other IT staff and business units.
Provide all required documentation including standards, configurations and diagrams.
Provide knowledge transfer of EUC operations.
Documents to Carry:
Hard copy of your updated resume.
Any ID proof.
Invitation call letter.
3 months pay slip.
Current company offer letter.
Mention “Sonam” on your resume.
HCL Comnet Limited,
4/293, Sterling Technopolis,
Old Mahabalipuram Road,