Technical Support Specialist

HCL Technologies (Thailand) (Bangkok Metropolitan Area)

Bangkok Metropolitan Region, Thailand

HCLTech is a global technology company, home to more than 219,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2024 totaled $13.4 billion

About this position

The Technical Support Specialist is responsible for providing IT operational expertise, ensuring compliance with global industry standards, and enhancing the employee experience through effective service delivery.

Responsibilities

• Provide IT operational expertise leveraging; Global industry standards (e.g.: ITIL) and Ensuring Customer’s standards are followed
• Monitors service delivery performance and compliance with high focus on Employee Experience
• Site: Infrastructure, IT Challenges, Network Layout, Critical Business Processes
• Services: Who deliver What, Key Contacts
• Employees: Type, Needs and Challenges
• Able to execute changes/IMACs along with the larger IT team
• Applies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issues
• Work with the field services tech, field services site lead and offshore/onshore various technology teams to achieve end user wow experience
• Travel to sites in the cluster

Requirements

• Bachelor's degree in computer science or any related
• minimum of 7+ years of experience
• Good understanding of support processes and ability to manage and develop a team
• Experience in managing a team of Field Support engineers, IT Support engineers
• Experience on Vendor service management
• Excellent communication and co-operation skills
• Proactive and independent ways of working
• ITIL knowledge, certificate is considered an advantage
• Good interpersonal skills and customer-oriented mindset
• Strong understanding in IT Infrastructure, IT Change Management, Network and Servers
• Should be able to work on Microsoft Office tools