HCLTech Hiring Support Operations Administrator in Noida

Job Summary

The Support Operations Administrator helps keep support and operations running at a high standard. The role involves independently resolving tickets, providing on-call support, and carrying out root cause analysis to improve customer satisfaction and operational efficiency.

Key Responsibilities

1. Follow quality standards and regulatory requirements by applying good practices in Power BI reporting and PowerShell scripting.
2. Provide on-call technical support for escalated issues using PowerShell for automation and troubleshooting, and perform root cause analysis to find solutions.
3. Improve operational efficiency by updating the knowledge base and delivering training sessions to new team members.
4. Resolve support tickets independently within agreed Service Level Agreements (SLAs), using Power BI for data visualization and PowerShell for task automation.
5. Deliver a positive customer experience by achieving First Call Resolution (FCR) and minimizing case reopens through clear communication and problem solving.

Skill Requirements

1. Proficiency in Power BI for data analysis and reporting.
2. Strong knowledge of PowerShell for task automation and system management.
3. Familiarity with Python for scripting and data manipulation.
4. Solid understanding of customer support processes and ticketing systems.

Other Requirements

Certifications are optional but valuable, such as Microsoft Certified: Data Analyst Associate and Microsoft Certified: Power Platform Fundamentals.