Senior Support Engineer - Fab services

HCL Technologies

240d • $63,000 - $96,000

About The Position

The Senior Support Engineer plays a crucial role in ensuring customer satisfaction by efficiently resolving client tickets in alignment with defined standards for time, cost, and quality. This position emphasizes technical proficiency in Fab Services, along with a commitment to continuous improvement, knowledge sharing, and process documentation to enhance service delivery.

Requirements

• Strong understanding of Fab Services and related support processes.
• Familiarity with troubleshooting methodologies and ticketing systems.
• Good knowledge of documentation practices and process standardization.
• Basic understanding of customer service principles and practices.

Nice To Haves

• Optional but valuable certifications in IT Service Management (e.g., ITIL Foundation).
• Recommended certification in relevant Fab Services technologies or tools.

Responsibilities

• Troubleshoot and resolve client tickets by applying advanced knowledge of Fab Services, ensuring adherence to service level agreements for timely and effective solutions.
• Conduct training programs for new team members, facilitating their understanding of Fab Services processes and technologies to enhance team competency.
• Manage knowledge transition during project enhancements by documenting key insights and updates related to Fab Services, promoting seamless handover and continuity.
• Document all defined processes and methods for ticket resolution and troubleshooting within Fab Services, ensuring clarity and consistency in service delivery.
• Stay updated on the latest technologies and trends in Fab Services, leveraging this knowledge to improve support processes and contribute to team discussions.

What This Job Offers

• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services