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

Job Summary

Job Description  The role requires English language proficiency, as English is the primary support language. 

Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services. • Perform in-depth technical analysis and resolution of complex incidents affecting: o NATO REACH+ end-user devices hardware (laptops and docking stations) o Device enrolment, configuration, and policy application on the IGS SwIS. • Ensure timely resolution in line with agreed SLAs and operational hours • Support day-to-day BAU operations for Devices as a Service (DaaS) o Device compliance and health o Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable) • Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope • Document all actions clearly in the designated ITSM tools. (BMC and SNOW) • Escalate incidents to Level 3 or specialized teams when required, with full technical context. • Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams. • Strong experience in enterprise workplace support (Level 2). o Enterprise device lifecycle management o Standard workplace tooling and policies • Experience working with structured ITSM processes (Incident, Problem, Change).

Key Responsibilities

Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services. • Perform in-depth technical analysis and resolution of complex incidents affecting: o NATO REACH+ end-user devices hardware (laptops and docking stations) o Device enrolment, configuration, and policy application on the IGS SwIS. • Ensure timely resolution in line with agreed SLAs and operational hours • Support day-to-day BAU operations for Devices as a Service (DaaS) o Device compliance and health o Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable) • Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope • Document all actions clearly in the designated ITSM tools. (BMC and SNOW) • Escalate incidents to Level 3 or specialized teams when required, with full technical context. • Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams. • Strong experience in enterprise workplace support (Level 2). o Enterprise device lifecycle management o Standard workplace tooling and policies • Experience working with structured ITSM processes (Incident, Problem, Change).

Skill Requirements

Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services. • Perform in-depth technical analysis and resolution of complex incidents affecting: o NATO REACH+ end-user devices hardware (laptops and docking stations) o Device enrolment, configuration, and policy application on the IGS SwIS. • Ensure timely resolution in line with agreed SLAs and operational hours • Support day-to-day BAU operations for Devices as a Service (DaaS) o Device compliance and health o Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable) • Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope • Document all actions clearly in the designated ITSM tools. (BMC and SNOW) • Escalate incidents to Level 3 or specialized teams when required, with full technical context. • Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams. • Strong experience in enterprise workplace support (Level 2). o Enterprise device lifecycle management o Standard workplace tooling and policies • Experience working with structured ITSM processes (Incident, Problem, Change).

Other Requirements

 Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services. • Perform in-depth technical analysis and resolution of complex incidents affecting: o NATO REACH+ end-user devices hardware (laptops and docking stations) o Device enrolment, configuration, and policy application on the IGS SwIS. • Ensure timely resolution in line with agreed SLAs and operational hours • Support day-to-day BAU operations for Devices as a Service (DaaS) o Device compliance and health o Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable) • Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope • Document all actions clearly in the designated ITSM tools. (BMC and SNOW) • Escalate incidents to Level 3 or specialized teams when required, with full technical context. • Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams. • Strong experience in enterprise workplace support (Level 2). o Enterprise device lifecycle management o Standard workplace tooling and policies • Experience working with structured ITSM processes (Incident, Problem, Change).
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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.