HCLTech is looking for a highly talented and self- motivated Tech Support Engineer to join it in advancing the technological world through innovation and creativity.

Job Title: Tech Support Engineer

Job ID: 122496

Position Type: Full-time

Location: Philadelphia, PA/Remote

Responsibilities

• Own, troubleshoot and solve complex technical issues, using collaboration, problem solving practices and transparency within and across teams
• Research customer issues in a timely manner and follow up directly with customers on actions
• Collaborate with other Technical Support Engineers and Technical Support Advisors who may need assistance working on cases to help most quickly facilitate solutions for customers
• Independently frame issues and translate them into actionable insights
• Effectively complete several concurrent complex activities and execute on projects with minimal direction
• Drive resolutions of technical issues in complex or high business impacting situations, while providing professional technical expertise
• Make decisions while understanding the trade-off between risk and speed
• Articulate data-driven insights in a clear way that drives thoughtful business actions
• Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
• Develop detailed knowledge about specific product lines and features
• Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
• Attend customer conference calls and maintain ownership of complex issues while working towards resolution
• Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations

Qualifications & Experience

Minimum Requirements

• Associate degree or technical certification in Computer Science, Business, or related field and one year+ experience in a customer support role working with computer hardware/software troubleshooting and/or automation equipment or related technologies.

-or-

• Minimum of 3 years’ experience in a customer support role working with computer hardware/software troubleshooting and/or automation equipment or related technologies.
• Advanced understanding of computer operating systems, hardware, network, and application support
• Strong interpersonal communication and customer service skills to work successfully with customers in high stress and/or ambiguous situations
• Experience communicating with cross-functional partners (both technical and non-technical audiences)
• Strong problem-solving skills
• Experience working autonomously and prioritizing work with minimal input
• Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Passionate transformer for customer service and ownership of the customer experience including issue resolution
• Able to self-manage and work independently in a fast-paced, continuously changing environment
• Ability to document technical customer issues into notes that are consumable by other users
• Collaborate with other team members to resolve customer issues, complex problems or concerns on a timely and effective basis
• Intellectually curious and gravitates towards tools and resources that enrich you
• 5-10% Travel

Preferred Knowledge and Skills

• Experience in the healthcare industry is preferred
• Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications
• Advanced ability to troubleshoot hardware up to and including mechanical, electrical, and pneumatic equipment
• Strong knowledge of SQL (advanced scripting, database back-up & restores)
• Advanced understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support
• Advanced experience and knowledge with remote desktop applications and help desk software
• Proficient analytical and problem-solving skills of moderate complexity.
• Advanced interpersonal, communication, and presentation skills required to communicate with employees, vendors, and customers.

Pay and Benefits

Pay Range Minimum: $61,000per year

Pay Range Maximum: $92,000 per year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.