Shift Lead (Support & Operations)

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

In short

The Shift Lead (Support & Operations) will provide advanced remote technical support to end users, focusing on L2 troubleshooting and incident resolution. This role requires strong ownership, analytical skills, and the ability to manage escalations and create knowledge articles.

Responsibilities

Provide L2 remote technical support for end-user computing issues.
Own and resolve incidents and service requests escalated from Service Desk/L1 teams.
Perform advanced troubleshooting of Windows operating systems, Microsoft 365 applications, Outlook, Teams, VPN, network connectivity, Active Directory, software installations, printers, peripherals, and mobile devices.
Perform remote diagnosis and resolution before considering onsite/field-support intervention.
Troubleshoot user profiles, application performance, authentication, configuration, and endpoint-related issues.
Perform software installations, upgrades, configuration changes, and remediation activities.
Work with L3/engineering teams for issues requiring product or infrastructure-level intervention.
Ensure escalations include detailed troubleshooting, logs, error information, and actions already performed.
Perform root-cause analysis for recurring end-user issues and recommend corrective actions.
Maintain accurate incident documentation and ensure SLA adherence.
Identify opportunities for ticket deflection, automation, knowledge improvement, and remote resolution enhancement.
Create and maintain technical knowledge articles and troubleshooting guides.
Provide technical guidance to L1/Service Desk engineers.
Collaborate with EUC, Network, IAM, Messaging, Endpoint, and application support teams.

Requirements

Strong hands-on troubleshooting of Windows desktops/laptops.
Good knowledge of Microsoft 365, Outlook and Teams.
Working knowledge of Active Directory, Group Policy, user accounts and access management.
Good understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN and basic network troubleshooting.
Experience troubleshooting enterprise applications and software installations.
Knowledge of endpoint hardware, drivers, printers and peripherals.
Experience with remote-support tools and enterprise ticketing systems.
Good understanding of ITIL Incident, Request, Problem and Change Management.
Ability to analyze logs, error messages and system behavior for effective troubleshooting.
4–7 years of relevant experience in EUC, Desktop Support, Remote Support or L2 Technical Support.

Desired Qualifications

Basic knowledge of scripting/PowerShell is desirable.
Strong remote troubleshooting.
Incident ownership.
Analytical/problem-solving skills.
Customer orientation.
SLA and priority management.
Effective communication.
Cross-functional collaboration.
Knowledge sharing and L1 guidance.

Benefits

Supercharge your potential.
Find your career.
Find your spark.

Skills

WindowsMicrosoft 365OutlookTeamsActive DirectoryGroup PolicyTCP/IPDNSDHCPVPNITILPowerShell

#L2 Support#Remote Technical Support#End-User Computing#Incident Management#Service Request Management#Troubleshooting#Microsoft 365#Active Directory#ITIL#PowerShell#Customer Service

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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