Administrator (Support & Operations)
India
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Job Description
Administrator (Support & Operations)
Lucknow, Uttar Pradesh

Job Summary

Service Desk - RDS - L2/Lead

Key Responsibilities

Technical Escalation & Resolution: Troubleshoot and resolve complex Level 2 incidents related to Windows Server, Remote Desktop Services, virtual desktop infrastructure (VDI), and remote access/VPN. Team Leadership & Mentorship: Lead a team of IT support specialists, manage work queues, and provide technical coaching on issues that exceed Level 1 capabilities. Service Delivery & SLAs: Monitor team performance to ensure Service Desk metrics (e.g., Average Handle Time, First Call Resolution, and SLA compliance) are strictly met. Incident & Problem Management: Manage the escalation path, coordinate with L3/backend engineering teams, and perform root-cause analysis on recurring incidents.

Skill Requirements

 Advanced understanding of Microsoft Remote Desktop Services (RDS), Windows Servers, Active Directory, Office 365, VPN, and endpoint hardware.

Other Requirements

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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 227,000 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 March 2026 totaled $14.7 billion.