Senior Administrator - Microsoft Windows, Microsoft Servers RDS, Touch Services

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

HCLTech is seeking a Senior Administrator with expertise in Microsoft Windows, Microsoft Servers RDS, and Touch Services for an on-site role in Nagpur, Maharashtra, India. The position involves providing Level 1, 2, and 3 support, managing ITIL processes, and ensuring customer service goals are met.

Responsibilities

Provide expert input to service requirements definition, writing/reviewing documentation, and creating run books.
Perform knowledge transfer and document learnings/findings.
Ensure customer service goals are met and communicate effectively with customers and management.
Demonstrate Subject Matter Expertise on Service Desk functions according to ITIL standards (Incident, Problem, Request Management).
Understand service management and reporting obligations for outsourced Service Desks.
Utilize Service Management Tool suites and other relevant technologies.
Understand interfaces between remote/on-site support and resolver groups.
Experience in implementing/operating a unified Service Desk in a multi-supplier environment is beneficial.
Possess good/expert knowledge of user support workflows.
Provide hardware, software, and network problem diagnosis/resolution via telephone.
Route problems to internal I.M. support staff.
Coordinate with vendors and support staff for problem resolution.
Administer User Access and Exit controls.
Document and manage problems/work requests using the Call Tracking System.
Ensure adherence to compliance frameworks through audits and reporting.
Stay updated with industry best practices through reading, research, and competitor analysis.
Prepare business requirement documents for process automation/enhancement and lead pilot/testing efforts.
Collaborate with help desk peers for cross-training and operational excellence.
Work with I.M. support staff to gain technical knowledge and solve problems.
Perform effectively as a project team member for help desk and internal assignments.
Participate in on-the-job and commercial training to enhance skills.

Requirements

Analytical and systematic problem-solving skills.
Good English written and communicational fluency.
Help desk, customer service, and support experience with problem solving involving hardware, software, and networks (advantageous).
Phone support experience (advantageous).
Technical helpdesk or technical call center experience (advantageous).
Candidates without prior support experience can also apply.
Technical & customer specific training will be provided.
Fluent English.
Fluency in the respective language as required by the position.
Availability for any shift time (24/7 support), including night shifts and holidays.

Desired Qualifications

Any formal background considered, IT background preferred.
Expert knowledge of Service Desk functions in line with ITIL standards.
Familiarity with Service Management Tool suites.
Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups.

Benefits

Technical & customer specific training will be provided.

Skills

Microsoft WindowsMicrosoft Servers RDSITILHelpdeskHardware SupportSoftware SupportNetwork Support

#IT#Helpdesk#Microsoft#Windows Server#RDS

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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