HCLTech is Hiring Administrator (Gurugram) | Support & Operations

Job Summary

This role covers weekday support, with ad-hoc weekend support when needed. The administrator handles user tickets on hardware, software and networking, and guides customers through installing applications and computer peripherals. The work includes asking targeted questions to diagnose problems, giving step-by-step instructions, and testing alternative paths until an issue is resolved.

Key Responsibilities

• Configure and provision mobile devices, laptops and BYOD devices, and complete these requests on priority.
• Give priority support to VIP user requests.
• Install operating systems and applications on new and replacement systems, and customize desktop applications to meet user needs.
• Record assets in CMDB and SharePoint and keep the asset registry accurate.
• Replace hardware components as required.
• Log technical issues and their solutions in ticket records, and send unresolved issues to the next level of support.
• Follow up with clients to confirm their systems are working, and help create technical documentation and manuals.

Service Areas

• End user computing: desktop and laptop end-to-end support, printer and peripheral support, mobile device support, and assistance with email, internet and business applications.
• Patch management: Windows client-side patch updates and troubleshooting.
• Application L1 support: incident classification and routing to the correct resolver group, and first-level support based on SOPs for business applications.
• Service level management: service level administration, dashboards and reporting.
• Asset management: IMAC request management, asset audit and compliance, asset reconciliation with the finance asset register, and asset lifecycle management.