Administrator - English, French, Microsoft Windows
India
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Job Description
Administrator - English, French, Microsoft Windows
Chennai, Tamil Nadu

Job Summary

  • Handle escalated incidents from the Level 1 Service Desk team.
  • Resolve incidents and service requests within defined SLAs.
  • Provide Level 2 technical support through phone, email, chat, and remote desktop tools.
  • Log, track, and manage incidents using ServiceNow or other ITSM tools.
  • Troubleshoot and resolve issues related to Microsoft Windows 10/11 and Microsoft Office 365.
  • Provide technical support for Outlook, Teams, OneDrive, and Microsoft Office applications.
  • Troubleshoot Citrix Virtual Apps & Desktops issues, including session launch failures, profile loading issues, printer mapping, and application access problems.
  • Support VPN connectivity issues, including user authentication failures, MFA-related problems, network access, and remote connectivity troubleshooting.
  • Diagnose and resolve Remote Desktop Services (RDS) issues such as RDP login failures, disconnected sessions, session freezes, licensing issues, and remote application access.
  • Monitor and troubleshoot system performance issues, including slow boot, high CPU/RAM usage, disk space utilization, application slowness, and startup delays.
  • Perform Active Directory user administration, including password resets, account unlocks, group membership changes, and user provisioning/deprovisioning.
  • Troubleshoot client-side software installation, configuration, and update issues.
  • Resolve basic network connectivity issues involving DNS, DHCP, TCP/IP, LAN/Wi-Fi, and printer connectivity.
  • Configure and support desktops, laptops, peripherals, and remote users.
  • Escalate complex incidents to Level 3 or infrastructure teams when required.
  • Document troubleshooting steps and maintain knowledge base articles.
  • Ensure compliance with ITIL processes, SOPs, and security policies.
  • Maintain accurate work logs and ensure timely ticket closure while meeting SLA targets.
  • Drive customer satisfaction by improving First Call Resolution (FCR), reducing ticket reopen rates, and maintaining quality standards.

Key Responsibilities

Key Skills

 

  • Service Desk L2 / IT Help Desk Support
  • ServiceNow or other ITSM tools
  • Microsoft Office 365 & Outlook
  • Active Directory
  • Citrix Virtual Apps & Desktops
  • VPN Support
  • Remote Desktop Services (RDS)
  • Windows 10/11 Administration
  • System Performance Troubleshooting
  • Basic Networking (DNS, DHCP, TCP/IP)
  • Remote Desktop Support
  • Incident & Problem Management
  • ITIL Foundation (preferred)
  • Excellent communication and customer support skills

Skill Requirements

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 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.