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    Senior Specialist - San Antonio, United States - HCL Technologies Ltd.

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    Description
    Job Description (Posting).

    Required Skills:
    Independently, resolves complex technology production issues by troubleshooting IT systems. Identifies Opportunities for improvements and makes recommendations. Updates documentation Analyzes complex outages and identifies opportunities for system improvements. Understands and consistently exercises engineering best practices, concepts and patterns. Understands the customer and identifies solutions and ideas for the customer with some assistance. Evaluate Potential technology solutions with some oversight.

    2 years of infrastructure experience demonstrating depth of technical understanding within a specific discipline(s)/technology(s) or applicable IT experience in software support and systems monitoring 2 years of experience in creating, modifying, and maintaining software, IT root cause analysis and troubleshooting Strong communication and customer support skills Proficient level of business acumen in the areas of business operations, risk management, IT industry practices and emerging trends Knowledge of software packaging, implementing simple system changes, or automating service delivery and maintenance tasks (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.)

    To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases


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