{"id":4073480,"url":"https://alion.io/job/hcltech-technical-support-specialist-20","title":"Technical Support Specialist","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bulgaria"],"countries":["BG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-11T14:29:24Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T09:56:36Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nAs a Senior Analyst in Support & Operations, you will play a crucial role in delivering high-quality remote desktop support while independently troubleshooting and resolving assigned tickets. Your expertise in German and English will enhance the customer experience, ensuring compliance with service level agreements (SLAs) and organizational quality standards.\nKey Responsibilities\n1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.\n2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.\n3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.\n4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.\n5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.\n6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.\nSkill Requirements\n1. Proficiency In German And English With Excellent Communication Skills.\n2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.\n3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.\n4. Familiarity With Ticketing Systems And Escalation Processes.\n5. Strong Customer Service Orientation And Problem-Solving Abilities.\nOther Requirements\n1. Optional But Valuable Certifications Such As Itil Foundation Or Comptia A+ For Enhanced Knowledge In It Service Management And Support","description_format":"text","description_chars":1880,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-11T14:29:24Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":0,"expected_fill_days":14,"reasons":["conf:0","wave","velocity","win:early","comp:brand"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-technical-support-specialist-20","json_url":"https://alion.io/job/hcltech-technical-support-specialist-20.json","meta":{"generated_at":"2026-11-12T13:15:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27528,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-technical-support-specialist-20"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-technical-support-specialist-20"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-technical-support-specialist-20"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-technical-support-specialist-20\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-technical-support-specialist-20"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4073480}},{"tool":"search_jobs","arguments":{"company":"hcltech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4073480},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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