Administrator (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Systems Engineering · Software Engineering
In short
The Administrator (Support & Operations) role requires 4-6 years of experience managing technical issues and a team of 15-20 support technicians in a 24/7 Help Desk environment. The position focuses on providing enterprise-level system support for Windows, O365, Active Directory, and SCCM, ensuring quality service and adherence to KPIs/SLAs.
Responsibilities
- Maintain current service standards and procedures for service delivery.
- Supervise other members of the service delivery team.
- Maintain customer relationships and improve response and delivery times.
- Update service methods to improve overall efficiency.
- Resolve service problems and customer complaints.
- Conduct periodic appraisals of team members and identify areas for improvement.
- Create and present regular reports to senior management.
- Instruct customers on equipment operation, care, and maintenance.
Requirements
- Minimum of 4 to 6 years of experience owning technical issues.
- Experience managing a regionally diverse team of 15-20 level 1/1.5 support technicians.
- Experience in 24/7 Operations Help Desk.
- Technically motivated professionals specializing in providing support on an enterprise-level system.
- Experience with Windows 10/11, O365, Active Directory, SCCM (Software Centre), and related services.
- Deliver quality service while meeting all contractual KPIs and SLAs.
- Excellent interpersonal and customer service skills.
- In-depth knowledge of industry best practices and service delivery standards.
- Strong leadership ability and team spirit.
- Excellent written and verbal communication skills.
- Attention to detail.
- Excellent organisational skills.
- Problem-solving skills.
- Working knowledge of ServiceNow.
- Working knowledge of Windows and MacOS.
- Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
#IT Services#Support#Operations#Help Desk#Windows#MacOS#O365#Active Directory#SCCM#ServiceNow#CyberArk EPM#MS Defender#Bitlocker#Trelix Enterprise Security#Cisco Secure Mobility Client#Nexthink
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant