Job Summary

HCLTech is seeking a motivated and detail-oriented Technical Support Engineer (Level 1) to join our Cloud Support team. In this role, you will serve as the first point of contact for customers seeking assistance with cloud services and infrastructure. You will troubleshoot, resolve, and document technical issues, ensuring prompt and professional support while maintaining high customer satisfaction. This role is ideal for individuals with strong analytical skills, a passion for cloud technologies, and the ability to work collaboratively in a fast-paced, dynamic environment.

Key Responsibilities

• Respond promptly to customer inquiries via email, phone, and chat regarding cloud infrastructure, services, and applications.

• Diagnose and troubleshoot technical issues, escalating complex problems to Level 2 or specialized teams when necessary.

• Monitor cloud systems, services, and alerts to identify potential issues proactively.

• Document support cases, solutions, and best practices in the knowledge base to improve team efficiency.

• Assist in onboarding new customers to cloud platforms, including setup, configuration, and troubleshooting guidance.

• Collaborate with cross-functional teams to ensure timely resolution of technical issues.

• Maintain SLA compliance while delivering exceptional customer service.

Required Skills and Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.

• Strong understanding of cloud technologies such as AWS, Azure, or Google Cloud Platform (GCP).

• Familiarity with networking concepts (TCP/IP, DNS, VPN, firewalls) and operating systems (Windows/Linux).

• Basic scripting knowledge (Python, PowerShell, Bash) is a plus.

• Excellent problem-solving and analytical skills.

• Strong written and verbal communication skills in English.

• Customer-focused with the ability to work under pressure in a high-volume support environment.

Experience

• 0–2 years of experience in technical support, IT helpdesk, or cloud services support.

• Experience with ticketing systems and incident management tools is preferred.

Working Hours

• Full-time, 40 hours per week.

• Shifts may include rotational hours to support global cloud operations.

• Remote work or hybrid options may be available depending on business needs.

Knowledge, Skills, and Abilities

• Strong troubleshooting and problem-resolution abilities.

• Ability to analyze complex issues and provide clear, concise solutions.

• Team-oriented with a collaborative approach to problem-solving.

• Adaptability to evolving technologies and continuous learning mindset.

• Strong organizational and multitasking skills to manage multiple support requests efficiently.

Benefits

• Competitive salary and performance-based incentives.

• Health insurance, wellness programs, and retirement benefits.

• Learning and development opportunities, including cloud certifications and technical training.

• Employee recognition programs and career advancement pathways.

• Flexible work arrangements and a supportive work environment.

Why Join HCLTech?

HCLTech is a global leader in technology services, providing innovative solutions to clients across industries. By joining our Cloud Support team, you will have the opportunity to work with cutting-edge technologies, collaborate with diverse teams, and grow your career in a dynamic, learning-focused environment. We value creativity, continuous improvement, and employee well-being, making HCLTech an ideal place to build your career in cloud support.

How to Apply

Interested candidates can apply by visiting the HCLTech careers page: https://www.hcltech.com/careers
Submit your updated resume and a cover letter highlighting your relevant skills and experience. Shortlisted candidates will be contacted for further assessment and interviews.