Technical Lead Job in Hcl Technologies Limited
Technical Lead
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
Position Overview
The Technical support Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.
Required Skills
Must have a Graduate Degree in BE/B.Tech from a recognized university.
Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.
Minimum of 2 to 4 years of experience in troubleshooting and debugging.
Must have knowledge on Vmware workspace one or inTune or Xenmobile or any MDM technologies.
Proficient Networking and Networking Services such as AD, DNS, DHCP, HTTP, TCP/UDP.
Good understanding of ActiveSync, PKI, SSO, Oauth and REST API.
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
2 to 5 Years
2 - 4 Hires
