Administrator - English, French, Microsoft Windows
Bulgaria
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Job Description
Administrator - English, French, Microsoft Windows
Sofia, Sofia City

Job Summary

Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services.\r\n• Perform in-depth technical analysis and resolution of complex incidents affecting:\r\no NATO REACH+ end-user devices hardware (laptops and docking stations)\r\no IGS SwIC troubleshooting and service request handling\r\no Device enrollment, configuration, and policy application on the IGS SwIS.\r\n• Ensure timely resolution in line with agreed SLAs and operational hours.\r\n

Document all actions clearly in the designated ITSM tools. (BMC and SNOW)\\\\r\\\\n• Escalate incidents to Level 3 or specialized teams when required, with full technical context.\\\\r\\\\n• Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams.\\\\r\\\\n  


Key Responsibilities

Support day-to-day BAU operations for Devices as a Service (DaaS) \r\n• Troubleshoot issues related to:\r\no IGS SwIC deployment and recovery\r\no Device compliance and health\r\no Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable)\r\n• Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope\r\n• Validate and monitor correct operational status of the SwIS on a daily basis.\r\n

Skill Requirements

Strong experience in enterprise workplace support (Level 2).\r\n• Solid knowledge of:\r\no Windows endpoint environments\r\no Enterprise device lifecycle management\r\no Standard workplace tooling and policies\r\n• Experience working with structured ITSM processes (Incident, Problem, Change).\r\n• Quick learning ability to be able to administer the SwIS and SwIC devices.\r\n 

Other Requirements

Know ledged in ITIL Process
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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 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.