onsite
Support Engineer - IT Operations - HCLTech
Software Engineer
Provide tier‑1/2 support for Windows 10/11 environments, resolve client tickets, document solutions, and leverage AI tools to accelerate troubleshooting while ensuring high customer satisfaction.
About the role
Key Responsibilities
- Respond to inbound tickets and service requests from commercial customers, diagnosing and resolving Windows 10/11 issues.
- Document incident details, resolutions, and knowledge‑base articles to improve team efficiency.
- Perform root‑cause analysis on recurring problems and propose preventive measures.
- Utilize AI‑driven diagnostic tools to accelerate problem identification and solution delivery.
- Collaborate with cross‑functional teams to escalate complex cases and ensure timely closure.
Requirements
- Proven experience in customer‑facing technical support, preferably for Windows desktop environments.
- Strong troubleshooting skills with a data‑driven, detail‑oriented approach.
- Excellent written and spoken English communication abilities.
- Self‑motivated learner comfortable exploring new technologies and AI assistance tools.
- Ability to analyze logs, system events, and error messages to identify root causes.