Administrator - English, French, Microsoft Windows
India
Apply now
Job Description
Administrator - English, French, Microsoft Windows
Madurai, Tamil Nadu

Job Summary

The Service Desk L2 Support Agent provides advanced technical support to end users by resolving incidents and service requests. The role requires strong troubleshooting skills, ownership of tickets through resolution, and effective communication with users and internal resolver groups. The agent acts as a key contributor to SLA compliance, knowledge management, and service improvement. 

Key Responsibilities

Key Responsibilities  Incident & Request Management  Handle L2 escalated incidents and service requests across IT domains such as workplace, OS, applications, and network basics  Perform detailed technical troubleshooting and root cause analysis for recurring issues  Take end-to-end ownership of tickets until closure, ensuring SLA and quality compliance  Work on major incidents, providing updates and support as per incident management processes  Escalate to L3 / engineering teams with proper diagnostics, logs, and analysis when required  User Support & Communication  Provide remote support via phone, email, chat, and ITSM portal  Communicate clearly and professionally with end users in English (verbal and written)  Manage user expectations by providing accurate resolution timelines and status updates  Technical Support Scope (Typical L2)  Operating Systems: Windows 1

Skill Requirements

Required Skills & Qualifications 

Education & Experience 

Any graduate degree (IT or related field preferred) 

2–5 years of experience in IT Service Desk / Technical Support with L2 exposure 

Technical Skills 

Strong hands-on troubleshooting skills for end-user computing issues 

Experience with ITSM tools (ServiceNow or equivalent) 

Understanding of enterprise IT environments and support models 

Familiarity with remote support tools and endpoint management 

Language & Soft Skills 

Excellent English communication skills (spoken and written) 

Strong customer-handling and problem-solving skills 

Ability to work independently and under pressure 

Good documentation and analytical skills 

Shape 

 

Working Conditions 

24x7 rotational shifts (depending on customer engagement) 

Weekend and holiday support as per roster 

Offshore / global support environment 

Shape 

Nice to Have 

ITIL Foundation certification 

Exposure to L3 coordination or major incident bridges 

Experience in global or multilingual service desk environments 

 

Other Requirements

Job Responsibilities : Quality Analyst position, English Only
Job Role : Administrator - English, French, Microsoft Windows
Skill Requirement : Quality Analyst position, English Only
Other Requirement : Quality Analyst position, English Only
Cluster : Microsoft Windows, English, French

 
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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.