Consultant

HCL Technologies

Full-time - Mid Level

Professional, Scientific, and Technical Services

About the position

The Consultant position focuses on managing network data within LAN/WAN environments, ensuring adherence to quality standards and regulatory requirements. The role emphasizes customer satisfaction through effective ticket resolution and participation in service improvement initiatives. The consultant will also provide L3 level support and contribute to knowledge management and training activities.

Responsibilities

• Adhere to quality standards, regulatory requirements, and company policies.
• Ensure positive customer experience and customer satisfaction through First Call Resolution and minimal rejected resolutions.
• Participate in the creation of proposals to drive service improvement plans.
• Independently resolve tickets and ensure that the agreed SLA for ticket volume and time are met.
• Provide support for on-call escalations and L3 level support, including incident and problem management.
• Engage in value-adding activities such as knowledge base updates, training freshers, coaching analysts, and participating in hiring drives.

Requirements

• Bachelor's degree in Technology (B-Tech) or equivalent.
• 4.5 to 8 years of experience in network data management, specifically in LAN/WAN environments.