Technical Client Specialist

Technical Client Specialist

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Your Role & Responsibilities

Provide a support function for the Client ensuring timely and effective resolution of software/hardware issues with output devices, software solutions and assisting in identifying infrastructure issues. Support on-going recommendations for improvement and configuration, also forming part of the role in support of the Service and may include activity in support of pre-sales throughout the contract life. The Technical Services Team acts as enablers, in achieving a measurable service as per the individual account contract commitments. The position reports to the Technical Services Manager.

Functional Responsibilities

• Provide technical architectural support for design and technical delivery services for contract life, from proof of concept to live deployment for all software or hardware solution components.
• Act as a single point of contact to the customer, partner(s), subcontractor(s) and other stakeholders in relation to technology-based components.
• Depending on the scale of requirements within an account, this role may provide support activity across multiple accounts as required.
• Provide a support role during the testing and rollout of the technical solution within the guidelines of the contracted service.
• Ensure flexibility in support role to align to changes relating to the client’s IT support services.
• Ensure minimum suitable accreditation levels are maintained in line with the contract and Xerox standards.
• Ensure availability for overtime, holidays etc. as per Account contract requirements.
• Position may involve some travel to various client sites.
• Ensure 100% compliance to Escalation policy and support Security and Risk compliance in line with the contractual obligations.
• Manage assigned Technology based escalations within assigned account(s).
• Ensure all Escalations are managed in a timely manner
• Support change management escalations

ADHOC Responsibilities

• Provide accurate, timely, and professional reports to management for historical analysis, status, and forecasting purposes
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested

Qualifications & Experience

• Bachelor's Degree (Computer Science, MIS (Management Information Systems), Engineering or related)
• Any degree or certification in Computer or Technology field
• 1 to 2 years of experienced at providing IT support
• Understanding of ITIL, Lean Six Sigma, Agile methodologies
• IT certifications on Microsoft and Cisco technologies
• English (Verbal and Written at advanced level) Other languages is a plus
• MS Office (i.e., Word, Excel, Outlook, PowerPoint, Visio & MS Project, and PowerPoint)
• Attention to detail with strong organisational capability
• Ability to manage / work in a cross-functional team / environment.
• Evidence of experience working within virtual teams of highly skilled individuals.
• Ability to multitask and prioritize many initiatives.
• Experienced at interfacing with customer across multiple levels.
• Ability to identify and articulate risk.
• Experience of troubleshooting application related issues in a complex network environment with good TCP/IP knowledge.
• Experience of working in a test bed environment reported problem replication, investigation of vulnerabilities, hardware, and software maintenance.
• Experience of Installation and configuration of server technologies.