Desktop Support

HCL Technologies Limited

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.
Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services, Ensuring Compliance With Company Policies.
2. Provide Expert Support For Complex Incidents Escalated By Analysts, Utilizing Advanced Troubleshooting Techniques And Root Cause Analysis To Resolve Technical And Security Issues Effectively.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Their Skills And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture.
5. Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions Or Reopened Cases, And Proactively Mitigating Security Threats.
Skill Requirements

1. Advanced Proficiency In Asset Management Services And Best Practices.
2. Strong Analytical And Problem-Solving Skills To Diagnose And Resolve Complex Issues.
3. Excellent Communication Skills For Effective Interaction With Customers And Team Members.
4. Familiarity With Regulatory Requirements And Quality Standards In It Operations.
5. Ability To Coach And Mentor Team Members Effectively.


Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Certification In Asset Management Or Related Fields