Senior Administrator Desk Side Services, AMT Asset Management Software

Job description

The OSS (Onsite Service) Technical Engineer is responsible for providing Level 2 onsite IT support for end-user computing services, including desktops, laptops, mobile devices, printers, meeting room technologies, and related IT infrastructure. The role focuses on delivering high-quality technical support, ensuring adherence to service level agreements (SLAs), maintaining customer satisfaction, and supporting infrastructure administration activities. The engineer is expected to progressively develop technical expertise and operational capabilities over a 6–12 month period through structured learning, shadowing, and hands-on experience. Key Responsibilities End User Support & Troubleshooting Provide Level 2 technical support for desktops, laptops, thin clients, smartphones, tablets, printers, MFDs, meeting room AV equipment, and peripheral devices. Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity issues. Perform device imaging, software installation, upgrades, repairs, backup, and restoration activities. Support virtual desktop environments and Citrix/VM platforms. Take ownership of incidents and service requests through to resolution. Service Management & Operations Manage, categorize, prioritize, and track incidents and requests using ServiceNow or equivalent ticketing tools. Maintain ticket hygiene through regular updates, accurate documentation, knowledge article tagging, and closure notes. Meet agreed SLA targets and provide daily status updates to users. Support Joiner, Mover, and Leaver (JML) activities within defined service levels. Perform asset inventory management and maintain accurate equipment records. Infrastructure & Site Support Provide infrastructure administration support and assist with workstation deployment projects and upgrades. Deliver onsite support for remote office locations when required. Support business operations during contracted hours and be available for out-of-hours support when necessary. Move and install IT equipment in compliance with health and safety guidelines. Customer Service & Training Deliver professional, responsive, and customer-focused IT support. Communicate effectively with users in English and local languages. Provide end-user training and guidance on hardware, software, and collaboration tools. Recommend improvements and upgrades to end-user devices and workplace technologies. Skill Requirements Technical Skills Strong knowledge of: Microsoft Windows 10/11 Microsoft Office 365 Microsoft Teams Active Directory (Users, Groups, Policies, Administration) ServiceNow (Incident, Service Request, and Problem Management) Google Workspace and other enterprise productivity applications Remote support and collaboration tools Citrix and Virtual Machine (VM) environments Hands-on experience supporting: Desktop PCs and laptops Workstations and thin clients Smartphones (iOS and Android) Printers and multifunction devices (MFDs) Basic networking and connectivity troubleshooting Audio-Visual (AV) meeting room technologies Business & Soft Skills Strong customer service orientation and stakeholder management skills. Excellent verbal and written communication skills in English and local language. Analytical problem-solving and troubleshooting capability. Ability to work independently with minimal supervision. Strong attention to detail and documentation practices. Ability to work effectively in both BAU and project-based environments. Team-oriented mindset with flexibility to handle changing priorities. Other Requirements Minimum 5 years of experience in Desktop Support, End User Computing (EUC), or Onsite Support Services. Prior experience supporting desktops, laptops, workstations, printers, and mobile devices. Experience with remote desktop support and video conferencing platforms. Strong proficiency in Microsoft Outlook, Word, Excel, and Teams. Understanding of Outlook calendaring and collaboration tools. Experience supporting IT infrastructure deployment, migration, and upgrade projects. Ability to interact effectively with employees across all organizational and management levels. Self-motivated, proactive, and customer-focused approach. Willingness to travel to remote office locations and work outside regular business hours when required. Successful completion of a background security verification is mandatory. 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 230,000 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 September 2026 totaled $14.8 billion. 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. 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