Deskripsi Pekerjaan
Join HCLTech as an L2 Service Desk Analyst and become the critical first point of contact for resolving complex technical issues. In this onsite role, you'll diagnose and troubleshoot hardware, software, and network problems while delivering exceptional customer experiences. You'll leverage your expertise to elevate user satisfaction and ensure seamless IT operations through systematic incident resolution. This position offers the opportunity to work with cutting-edge technologies in a dynamic environment, supporting enterprise clients across diverse industries. HCLTech provides comprehensive training and career advancement pathways for dedicated professionals.
Tanggung Jawab
- Diagnose and resolve complex Level 2 technical issues across hardware, software, and network infrastructure
- Provide remote and onsite support for enterprise clients using ticketing systems like ServiceNow
- Document incidents, solutions, and knowledge base articles with detailed technical specifications
- Escalate critical issues to Tier 3 engineers with comprehensive problem documentation
- Monitor system performance and proactively identify recurring technical patterns
- Conduct user training sessions on new software implementations and IT policies
- Collaborate with cross-functional teams to implement system improvements
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- 2+ years of experience in enterprise-level service desk or technical support roles
- Proficiency in Windows Server, Active Directory, and cloud platforms (Azure/AWS)
- Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
- ITIL Foundation certification preferred
- Excellent communication skills with ability to translate technical concepts to non-technical users
- Experience with remote access tools and diagnostic utilities
- Ability to work flexible hours including occasional on-call support