Senior Support Engineer, IT Operations – HCLTech

United Arab Emirates, Dubai
September 3, 2026
Full Time

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Job Description

HCLTech has an opening for Senior Support Engineer, IT Operations, for providing effective product support, issue resolution through ticketing systems, smooth IT operations & service excellence. The role will include troubleshooting client issues, documenting support procedures, and participating in knowledge sharing and training activities. The ideal candidate will keep up to date with relevant technologies and product developments. Knowledge of structured support practices and ITIL Foundation principles will aid consistent service delivery and operational efficiency. 

Qualification: Bachelor’s Degree/ Master’s Degree (Preferred)

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Responsibilities

  • Identify and solve client problems by carrying out thorough analysis and using support methodologies in line with service level agreements.
  • Conduct training for the team on product support processes.
  • Help in transferring knowledge during project improvements to ensure effective handovers and working processes.
  • Write down support methodologies, troubleshooting processes, and solution processes to enhance knowledge retention and work process uniformity.
  • Be updated about the latest trends and new products to ensure continuous improvement in IT operations.

Qualifications

  • Deep insight into product support methods and processes at various levels of L1, L2, and L3 support.
  • Experience with ticketing systems and other tools that are utilized for handling support requests.
  • Knowledge of IT operations and infrastructure, which enables proper troubleshooting.
  • Effective communication and interpersonal skills for dealing with customers, transferring knowledge, and working in teams.
  • An ITIL Foundation certificate is preferred; experience in support-related technologies is an advantage.

Preferred Qualifications

  • ITIL Foundations Certification or any other relevant certifications in IT service management.
  • Working experience in L1, L2 & L3 support environments.
  • Awareness of various support technology and support tools.
  • Knowledge about upcoming technology and product innovations in the field of IT operations.
  • Working experience in knowledge transition, training of teams, and support documentation.

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