SENIOR ANALYST Positions in HCL Technologies San Mateo County, CA

Website HCL Technologies

This Jobsfunter Listing is about HCL Technologies in San Mateo County, CA 2022

About the job

Job responsibilities will include:Routine inspections of audio visual installations using BlueJeans to ensure their preparedness for use, Initial triage of issues found during routine inspections of conference rooms, and escalation of any issues that cannot be resolved in a first pass attempt, 95% issues are resolved in first pass.

Perform daily maintenance of hardware and software for AV/VC

Work with Client Engineers to troubleshoot difficult internal problems

Strong diagnostic skills

Adept in Technical Documentation

Ability to meet and exceed service deadlines

Provide onsite support for visitor and executive level events

Communicate effectively with clients to identify needs and evaluate solutions

Work with internal ticketing system

Daily preventative maintenance & room inspections of AV/VC equipment

Maintenance and restoration of VC operations

Operations validation against documented VC standards

Basic VC commissioning and troubleshooting

Inbound support task management

Escalation of complex issues to appropriate support teams

Quarterly physical audits of Wayfinder(s) as requested

Perform equipment sweeps in event venue spaces per business needs and according to defined needs of Event Operation teams

Escalation of any event space equipment issues to appropriate support teams

Basic AV knowledge is required Equipment Models:Display Technologies Manufacturers Audio Technologies Manufacturers Control Technologies Manufacturers Wayfinder/Captive Display Technologies Manufacturers Video Conferencing Technologies ManufacturersNEC Clear One Crestron Planar CiscoSamsung QSC

ELO Blue JeansPlanar Crestron



To maintain high login Efficiency (Availability) for customers. (2.)

To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.)

To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.)

Work on value adding activities such Knowledge base update and self development. (5.)

To adhere to quality standards

(voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.)

To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.

Company: HCL Technologies

Vacancy Type: Full-time · Associate 

Job Location: San Mateo County, CA

Application Deadline: N/A

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