Sr Administrator (Support & Operations)

Job description

Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for customer end users. Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff providing hardware, software, and network problem resolution. Administer and provide user account provisioning. Use the Incident Management System to document and manage problems, work requests, resolutions, and workarounds. Respond to telephone calls, emails, instant messages, and assigned tickets from users. Assign work orders/incidents to appropriate support teams and follow up until closure. Diagnose problems through discussions with users, including problem recognition, log analysis, research, isolation, resolution, and follow-up. Provide Level 1 remote desktop support and perform other activities based on SOPs. Perform user account management activities. Escalate complex problems to appropriate support specialists. Evaluate, analyze, and set up PC-based software products such as word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communication applications. Troubleshoot client software and basic network connectivity problems. Identify, evaluate, and prioritize customer problems and complaints. Train users/operators on a limited basis and/or prepare training procedures when required. Participate in ongoing training and departmental development. Perform routine maintenance updates with other IT staff and business units. Provide required documentation, including standards, configurations, and diagrams. Provide knowledge transfer of EUC operations Key Responsibilities Phone support experience is necessary. Technical helpdesk or technical call center experience is necessary. Disciplined and systematic problem-solving skills. Hands-on experience with: Windows operating systems Windows 10 and Windows 11 macOS Active Directory Exchange Online ITSM ticketing tools such as ServiceNow User account creation for Active Directory Exchange Mailboxes and Distribution Lists Remote desktop connectivity applications such as SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools Microsoft 365/Office 365, including Teams Internet browsers such as Edge, Chrome, and Safari VPN and remote dial-in users Laptop, desktop, and printer support Mobile device support and Intune Adobe Acrobat and other common desktop applications Skill Requirements Excellent verbal and written communication and conversation skills. Good documentation skills. Good working knowledge of MS Office, including MS Project and Visio. Strong customer handling skills. Ability to handle unforeseen situations. High level of acceptance. Ability to drive HCL values and methodology. Proficient in English and Canadian French , both verbal and written Other Requirements Ability to provide hardware, software, and network problem analysis and resolution support over the phone. Strong dedication to providing high-quality and superior service. Ability to complete tasks that have been started. Ability to work effectively as a cross-functional team player in a fast-paced environment. Ability and willingness to learn new information quickly. Ability to work flexible hours when required to cover other help desk staff and be on call during the week. Customer Focus Teamwork Technical Expertise Interpersonal Effectiveness Concern for Order and Quality Proficient in English and Canadian French, both verbal and written 3–4 years of help desk, voice customer service, and support experience with problem-solving involving hardware, software, and networks. [Helpdesk -...rench.xlsx | Excel] Certification Requirements Preferred MCP/MSCE/MSCA, HDI CSS, or Cisco certification. ITIL V4 or V5 knowledge preferred, especially in: Service Desk Incident Management Problem Management Change Management Maximum Salary (US): 79000 Minimum Salary (US): 45000 Apply now Information at a Glance 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. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 June 2026 totaled $14.8 billion. Compensation and Benefits A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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