HCLTech is a global technology company, home to more than 218,000 people across 59 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 September 2024 totaled $13.7 billion.Job Description:Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer's end users. Classify Service Calls according to the specified options.Route problems to internal 1st and 2nd level IT support staff using knowledge base articles.Coordinate with level 2 and support staff that provide hardware / software / network problem resolution.Skills:2-3 years of experience in a similar roleHigh school certificateCustomer-focusedTime availability is requiredThorough knowledge of troubleshooting remote access issuesAble to articulate and speak with a clear voiceMust have empathy with end usersGood writing techniques (English)Experience with: Citrix, ServiceNow, Active Directory and connections to VPNsWe offer a competitive package that includes:Life insuranceMajor Medical Expenses InsuranceMinor Medical Expense InsuranceSavings Fund 13% (up to MXN $2800 monthly)Food vouchers 10% (up to MXN $2100 monthly)30 days as Christmas Bonus12 days of vacation in the first year, increasing 2 days as dictated by lawAdditionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.#J-18808-Ljbffr