Support Lead - ITSM, Telecom

About the role

Support Lead - ITSM, Telecom at HCLTech. Experience working in a Tier 1 Technical Assistance Center (TAC) environment.

What you'll do

• Provide high-quality technical and operational support to partners through clear, concise, and accurate email communication
• Manage individual queue priorities independently to consistently outperform established SLA response and resolution metrics
• Efficiently analyze and comprehend complex partner inquiries, ensuring all aspects of their request are understood and addressed
• Clearly articulate technical solutions and operational instructions in written English, ensuring partners can easily understand and implement guidance
• Maintain accurate and detailed records of all partner interactions and troubleshooting steps within our support systems

What you need

• 6–11 yrs of experience
• Telecom
• Troubleshooting
• Root cause analysis
• B.Sc or B.Tech or B.E. or BCA