Administrator (Support & Operations)
India
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Job Description
Administrator (Support & Operations)
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

We are looking for a Remote Desktop Support Engineer to provide timely and effective remote technical assistance to end users. The role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related issues using remote support tools while ensuring high levels of customer satisfaction and adherence to ITIL processes.

Key Responsibilities

Provide remote technical support to end-user desktops, laptops, and peripherals using approved remote access tools (RDP, BeyondTrust/Bomgar, VDI, etc.). • Diagnose and resolve Windows/macOS, application, OS, and hardware-related issues (PC break/fix, performance, boot issues). • Troubleshoot Remote Desktop Services (RDS), VPN connectivity, application access, and network-related problems. • Perform user onboarding/offboarding, account setup, password resets, and access-related requests. • Support system re-imaging, BIOS-level troubleshooting, IMAC tasks (Install, Move, Add, Change) • Follow ITIL processes for Incident, Problem, and Request Management while meeting defined SLAs. • Document incidents, root causes, and resolutions; update knowledge base (KB) articles regularly. • Escalate unresolved or complex issues to the appropriate L2/L3 teams with proper documentation. • Maintain a high standard of customer service, ownership, and communication throughout issue resolution. • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps

Skill Requirements

Strong knowledge of desktop technologies and protocols (RDP, VDI). • Hands-on experience with Windows OS, macOS, and Microsoft Office. • Working knowledge of Active Directory (user accounts, groups, password resets). • Experience with endpoint management tools such as Intune, SCCM, JAMF, or other MDM solutions. • Basic to intermediate network troubleshooting skills (VPNs, DNS, firewalls, bandwidth issues). • Excellent verbal and written communication skills. • Strong analytical, troubleshooting, and problem-solving abilities. • Willingness to work in rotational shifts and a fast-paced support environment. • Willingness to take inbound calls

Other Requirements

• Experience with endpoint management tools such as Intune, SCCM, JAMF, or other MDM solutions. • Basic to intermediate network troubleshooting skills (VPNs, DNS, firewalls, bandwidth issues).
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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 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.