Support Engineer Job at HCLTech Bengaluru | ₹5-8 LPA

Job Summary

This role is part of Digital Services and involves supporting VGCS Applications and Solution services. The support engineer will be the point of contact for end users, addressing their queries and issues via phone and email.

• Monitor VGCS Applications and Solution services.
• Be available and communicate with end users via telephone and email.
• Respond to and handle calls by phone or email in a professional and efficient manner.
• Attend to functional and technical questions and issues that arise within the applications supported.
• Register and diagnose every call/mail in the case management tool by following predefined policies and procedures.
• Follow up and seek solutions for application issues, including follow-ups with end users, business teams, and different support teams.
• Be responsible for effectively and efficiently managing the relationship with end users.
• Follow the defined escalation path for unresolved issues.
• Take necessary actions to expedite the resolution process.
• Provide or communicate the appropriate solution to the customer in a timely manner.
• Adhere to predefined SLAs.

Key Responsibilities

• Monitor VGCS Applications and Solution services.
• Be available and communicate with end users via telephone and email.
• Respond to and handle calls by phone or email in a professional and efficient manner.
• Attend to functional and technical questions and issues that arise within the applications supported.
• Register and diagnose every call/mail in the case management tool by following predefined policies and procedures.
• Follow up and seek solutions for application issues, including follow-ups with end users, business teams, and different support teams.
• Be responsible for effectively and efficiently managing the relationship with end users.
• Follow the defined escalation path for unresolved issues.
• Take necessary actions to expedite the resolution process.
• Provide or communicate the appropriate solution to the customer in a timely manner.
• Adhere to predefined SLAs.

Skill Requirements

• Bachelor degree in computer science or related field.
• Excellent spoken and written skill in English.
• 0-1 years of Technical Support/Application support experience.
• Working knowledge on executing/writing basic SQL queries.
• Basic programming skills in any technology.
• Open to work in shifts – 24x7.
• Excellent communication, phone etiquettes and interpersonal skills.
• Self-initiative, pro-active, hardworking, good attitude and be a team player.