HCLTech Hiring Administrator (Support & Operations) - Noida

Job Summary

The Virtual IT Point Support Technician gives technical help to end users who face issues with remote desktop environments, software and networks on laptops, desktops and mobile devices. The role covers troubleshooting, resolving technical problems and making sure users can reach virtual desktops without trouble, along with diagnosing system failures and doing BIOS-level troubleshooting.

The ideal candidate is customer-focused, comfortable with technology and skilled at diagnosing and resolving IT issues remotely. The technician also coordinates with IT teams, documents solutions and helps improve services in line with ITIL best practices. The role includes proactive monitoring, system optimization and following security protocols to strengthen overall IT service delivery.

Key Responsibilities

• Provide remote technical support for laptops, desktops and mobile devices.
• Troubleshoot and resolve hardware, software and network issues remotely, including BIOS-level troubleshooting, system re-imaging and IMAC (Install, Move, Add, Change) tasks.
• Support new user onboarding, account setup and hardware or software provisioning.
• Take control of user devices using remote-control applications, including IP KVM.
• Resolve issues with remote desktop access, VPNs, applications and network connectivity.
• Help users set up, configure and optimize remote desktop tools such as Microsoft Remote Desktop, Citrix and VMware Horizon.
• Diagnose hardware, software and performance problems in virtual environments.
• Escalate complex issues to senior IT staff or specialized teams when needed.
• Document support tickets, resolutions and user interactions clearly, and update knowledge bases.
• Work with cross-functional IT teams on complex issues and service improvements.
• Follow IT security policies, compliance requirements and best practices.
• Monitor recurring issues and escalate them to prevent future disruptions.
• Provide ITIL-based support for Incident, Problem and Request Management processes.
• Manage workflows, performance metrics and service level agreements (SLAs).
• Monitor system performance, identify risks and recommend improvements.
• Assist with software license management, compliance tracking and audits.
• Run periodic training sessions or create user guides for common IT issues.
• Manage remote devices, including mobile connectivity and app installations.
• Track IT assets through their lifecycle and recommend upgrades or replacements.
• Perform other duties as assigned by management in line with organizational goals.

Skills and Competencies

• Strong English communication skills, both verbal and written.
• Analytical thinking with strong troubleshooting and problem-solving ability.
• Solid knowledge of desktop technologies and protocols such as RDP and VDI.
• Good to have experience with endpoint management tools such as Intune, SCCM, JAMF and MDM tools.
• Working knowledge of Windows, macOS and common business software such as Microsoft Office.
• Familiarity with network troubleshooting, including VPNs, firewalls and bandwidth issues.
• Detail-oriented, customer-focused and able to manage several priorities in a fast-paced setting.
• Strong organizational skills and the ability to keep accurate records.
• Willing to work shifts, including off-hours and weekends, when required.
• Able to coordinate across geographically distributed teams and work well in a team.