无锡 it支持 jobs (salary & requirements)

Overview of the Role
As an IT Engineer (Support & Operations) at HCLTech, you will play a critical role in ensuring seamless IT support operational excellence fend users. This position is essential to maintaining high standards of customer satisfaction, service quality, efficient resolution of technical issues, directly contributing to the company’s reputation foutstanding client service operational reliability.

Detailed Responsibilities
Independently resolve technical support tickets related to Desk Side Services within defined Service Level Agreements (SLAs).
Provide on-call support fescalated technical issues, performing root cause analysis to drive long-term solutions prevent recurrence.
Adhere strictly to quality standards, regulatory requirements, company policies in all support activities.
Contribute to continuous improvement initiatives, including updating managing the knowledge base.
Train mentnew team members analysts to enhance their technical customer service skills.
Strive fFirst Call Resolution minimize ticket rejections case reopenings to maximize customer satisfaction (CSAT).
Engage in value-adding activities that optimize processes enhance team performance.
Maintain thorough documentation of support actions resolutions faudit process improvement purposes.

Skill Requirements

Must-Have:
Strong technical proficiency in Desk Side Services, including troubleshooting hardware, software, end-user issues.
Proven ability to manage resolve tickets independently within agreed timelines.
Excellent analytical problem-solving skills feffective root cause analysis.
Strong customer serviceientation communication skills.

Educational Qualifications:
Bachelor’s degree in Information Technology, Computer Science, a related field (preferred).

Certifications:
Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified, ITIL Foundation) are advantageous.

Other Requirements (Optional)
Experience in knowledge base management process documentation.
Exposure to IT service management tools ticketing systems.
Ability to train coach juniteam members.
Multilingual abilities, especially proficiency in English is a plus.