Administrator (Support & Operations)
HCLTech — Bengaluru, Karnataka
₹4–8 LPA (HireSetu estimate) · Entry level · Freshers eligible · Full-time · onsite
HireSetu listing reference 319c01 — confirm requirements below, then apply on the employer site.
Quick answer: A Bengaluru support and operations role at HCLTech where you resolve tickets on your own, take on-call escalations and write root cause analyses. SLA, first call resolution and reopened cases are how the work gets measured.
From HCLTech's job posting
Job Summary
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Other Requirements
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
The employer’s company overview, benefits, equal-opportunity statement and generic skills tables are left out here; they are on the original posting.
Text from HCLTech's official job posting, formatted by HireSetu. The employer's own page is the final word on details.
The word that decides this is independently
The posting says resolve tickets independently, and repeats it as a key responsibility. That is the real bar. On-call escalation support and root cause analysis both assume you can pick up an unfamiliar issue, work it alone, and come back with a written explanation of what went wrong. Root cause analysis is the only skill named, so treat it as the spine of the job rather than a side task.
If your experience so far has been scripted L1 work with a team lead to fall back on, this will feel exposed at first. On-call is stated plainly, so it shapes your week more than anything else here. One thing to settle early with the recruiter: how the on-call rotation runs and who takes the escalation when you are stuck.
Reopened tickets count against you
CSAT, first call resolution, rejected resolutions and reopen cases are all named as measures. Read that as a queue where closing fast is not enough, because a ticket that bounces back costs you twice. The two responsibilities that sit outside the queue are knowledge base updates and coaching newer analysts, so the team wants people who write the fix down instead of keeping it in their head.
On your CV, lead with a recurring issue you traced to its root and what changed after the fix. Ticket volumes and reopen rates are worth stating if you have them and can defend them in an interview.
Prepared from HCLTech's job posting and checked against it before publishing. See our Editorial Policy.
How to apply
- The Apply button opens this job on HCLTech's careers site (careers.hcltech.com).
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