Headline

Software Engineer at HCLTech

About

I am an IT Support Engineer working at HCLTech on the Telstra (Australia) account, providing L1 technical support across critical customer-facing systems. I specialize in troubleshooting, incident handling, service operations, and ensuring seamless IT service availability. My role involves analyzing alerts, resolving user-reported issues, handling tickets within SLA, and coordinating with L2/L3 teams for timely resolutions. I work across Windows, Networking basics, monitoring tools, and cloud-based environments, focusing on delivering excellent customer experience and stable operations. I am continuously upskilling in Cloud technologies such as AWS, Azure, and Networking to transition into advanced Cloud Support roles. I enjoy learning, problem-solving, and supporting systems that keep businesses running smoothly.

Location

Hosur

AI stack

claude code

openai

Work experience

Technical Support Analyst at HCLTech, May 2025 - Present · 1 yr 7 mos, Hyderabad, Providing L1/L2 IT Technical Support for Telstra users in a 24x7 enterprise environment. Troubleshooting Windows, Microsoft 365, Teams, VPN, network, and hardware issues while ensuring SLA compliance. Managing incidents, service requests, and escalations through ServiceNow following ITIL practices. Administering user accounts, access management, and identity services using Entra ID (Azure AD) and Active Directory. Delivering remote support via Remote Desktop, LogMeIn, and VDI tools. Supporting business applications including Salesforce and Siebel CRM. Creating knowledge base articles, maintaining documentation, and developing Power BI dashboards for operational reporting and service improvement. Collaborating with infrastructure and operations teams to resolve complex technical issues.

Customer Success Associate at Dozee, Jan 2023 - Jan 2025 · 2 yrs 1 mo, Greater Bengaluru Area, Daily Visit to the Hospitals and Maximize the Usability of our Devices and Train the Staffs.

Service Engineer at ALIF MEDICAL DEVICES PRIVATE LIMITED, Apr 2022 - Aug 2022 · 5 mos, Bengaluru, Karnataka, India

Biomedical Engineer-Service at Nightingales - The Home Health Specialist, Sep 2021 - Mar 2022 · 7 mos, Bangalore Urban, Karnataka, India

Education

Bachelor's degree, medical electronics, Sengunthar College of Engineering

MERN Full Stack Developer, NxtWave

Public links

github: https://github.com/Aravind-P-30