HCL Technologies (www.hcltech.com)
(Experienced) Walk-In : IT Tech Support (L1 and L2) (NO Freshers) @ Chennai
Job Position : IT Tech Support (L1 and L2)
Job Designation : IT Analyst / Sr IT Analyst (L1 and L2)
Domain : IT Domain
Walk-In Location : Chennai, Tamilnadu
Job Location : Chennai, Tamilnadu
Number of Vacancies : 40
Eligibility :
# 6 months - 6 years (Technical voice /semi voice, IT helpdesk /service Desk) Excellent Communication.
# 6 months - 6 years experience for Dc-ops from Remedy, ticketing tools, monitoring with Good Communication.
# Candidates from Technical Customer support from a BPO background with min 6 months international calling with excellent communication can also apply.
Desired Experience : 6 Months to 6 Years (Mandatory)
IT Servicedesk :
1. Domain: IT
2. Primary role :
# Providing core IT Infrastructure support to the GLOBAL Clients.
# Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users
# Route problems to internal 2nd and 3rd level IT support staff.
# Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
# Administer and provide User account provisioning.
# Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
# Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
# Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
# Provide level 1 remote desktop support and perform other activities based on SOPs
# Perform user account management activities
# Routine maintenance updates with other IT staff and business units
DATA CENTER OPERATIONS(DC OPS) :
1. Purpose of the Job:
# Strong verbal and written communication skills.
# Able to handling Global Customers.
# Should be ready to work in 24X7 environments, rotating shifts and rotating weekly Offs.
# Will have to work in the current role for at least 18 months before any internal movement.
# Candidates from Data Center Monitoring background will be preferred or trainable resource.
# Basic Knowledge of Unix/Windows/Backup will help for first level support in few projects. It is not mandatory that you will be troubleshooting each and every alert. In most of the projects we have Catch and Dispatch.
# SPOC for each and every business critical issue.
# Event monitoring and co-relation skills.
# Good knowledge of IM/PM/CM etc... (Preferred).
# Coordinate and manage relationships with vendors and support track.
# Responsible for manage daily/weekly/monthly performance report.
# Outage (Sev1) handling.
# Real time acknowledgement and ownership of IT infrastructure alerts.
# Quickly address the critical alerts and follow up with respective teams till the resolution.
# Work as a central point of contact for all technical support teams and provide up-to-date information for on-going incidents/alerts.
# Handle L1 troubleshooting, diagnose the issue and try to resolve alerts at your end to balance work load of L2 technical support team. (In few Project Customer will not allow this due to access issue.)
# Keep a track on all unresolved incidents / tickets and follow up with different support team until the closer, within defined SLA timelines.
# Will be working on Server Monitoring, Hardware Monitoring, Network Monitoring, Backup Monitoring, Batch Job (Job Scheduler), ITSM Tools (Remedy, Service Now) etc... These are the standard tools we use for DC Monitoring. It is not necessary in all project we will have these tools.
2. Principal Accountabilities :
# 100% adherence to SLA Timelines.
# 100% acknowledgement to emails and alerts addressed to you/your team.
# Zero tolerance for not following SOPs, KPI, KOP SLA etc as per the documentation.
3. Dimensions :
# Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
# Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
# Ability to learn new information quickly and the willingness to do so at all times.
# Ability to work flexible hours from time to time to cover for other Support Group staff.
4. Competencies :
# SOP adherence
# SLA adherence
# Responsiveness
# Teamwork
# Concern for Order and Quality
5. Key Business Challenges :
# Meet or exceed current client and team SLA
# Keep up-to-date on new technologies and end customer technologies
# Keep customer satisfaction high
# Reduce downtime
# Avoid duplication of incident tickets.
Please Carry below documents (mandatory) :
# Updated Resume Copy with "KARTHIK CM" marked on top
# Copy of this mail
# Passport size Photograph
# Government Photo ID Proof (Passport/PAN-Card/Aadhar-Card/Voter-ID/Driving-License)
# Latest 3 Months Pay Slips
Note:
1. FRESHERS / IRRELEVANT EXPERIENCE DO NOT APPLY
2. Excellent English communication is mandatory
3. Do Not Apply to this, If you find yourself not suitable.
4. Candidates who have already appeared for the interview can reappear after 1 month.
5. Candidates who have got selected already kindly ignore.
Walk-In Date(s) and Time : On 9th January 2015 (1 PM to 3 PM) / 10th January 2015 (10 AM to 2 PM)
Walk-In Venue :
HCL Technologies Ltd
Sterling Technopolis: HCL Comnet Limited,
No.4/293, Sterling Technopolis,
Old Mahabalipuram Road,
Kandanchavadi (opp MAX showroom)(3rd floor)
Chennai.
Contact Person : Karthik CM
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Source: Chetanasforum
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