Senior Administrator - Desk Side Services, AMT Asset Management Software
India
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Job Description
Senior Administrator - Desk Side Services, AMT Asset Management Software
Pune, Maharashtra

Job Summary

Job Description – EUC FSO (Field Support Officer) | Pune | Wacker Role Overview The EUC Field Support Officer (FSO) is responsible for onsite and remote end-user computing support across Wacker locations, ensuring seamless IT operations, high user satisfaction, and compliance with ITSM processes. The role supports IMAC, break-fix, smart hands, and workplace services, acting as a key interface between end users, Service Desk, and backend teams.

Key Responsibilities

Key Responsibilities 1. End User Support & Incident Resolution Provide onsite and remote EUC support for desktops, laptops, printers, and mobile devices Resolve break-fix incidents within agreed SLA timelines [WACKER_MWS...Computing | Word] Act as L2 technical support for escalated issues from Service Desk Ensure proper ticket handling, updates, and closure in ITSM tools (ServiceNow) [WACKER_MWS...Computing | Word] 2. IMAC Services (Install, Move, Add, Change) Perform device deployment, installation, and configuration Support hardware/software upgrades and migrations Execute device relocation and workplace setup activities [WACKER_MWS...Computing | Word] 3. Smart Hands & Onsite Services Provide hands-on support for infrastructure and workplace services Support event and meeting room setups when required [WACKER_MWS...Computing | Word] Coordinate with backend teams for network/server-related support 4. Device & Lifecycle Management Support device lifecycle activities (procurement coordination, deployment, disposal) [Employee O...now Wacker | PDF] Maintain accurate asset and CMDB records [Employee O...now Wacker | PDF] Ensure compliance with software distribution, patching, and security policies [Employee O...now Wacker | PDF] 5. VDI & Application Support Support Virtual Desktop Infrastructure (VDI) users and troubleshooting [Employee O...now Wacker | PDF] Provide support for: Microsoft Office / business applications SAP access (basic support coordination) [Employee O...now Wacker | PDF] 6. Customer Experience & Communication Act as primary onsite IT contact for end users Provide timely updates and clear communication Ensure high CSAT and user experience (XLA mindset) 7. Compliance & Documentation Adhere to IT security, safety, and compliance policies [WACKER_MWS..._Computing | PDF] Maintain documentation of all activities and changes [WACKER_MWS...Computing | Word] Contribute to knowledge base updates and improvements

Skill Requirements

Job Description – EUC FSO (Field Support Officer) | Pune | Wacker Role Overview The EUC Field Support Officer (FSO) is responsible for onsite and remote end-user computing support across Wacker locations, ensuring seamless IT operations, high user satisfaction, and compliance with ITSM processes. The role supports IMAC, break-fix, smart hands, and workplace services, acting as a key interface between end users, Service Desk, and backend teams. Key Responsibilities 1. End User Support & Incident Resolution Provide onsite and remote EUC support for desktops, laptops, printers, and mobile devices Resolve break-fix incidents within agreed SLA timelines [WACKER_MWS...Computing | Word] Act as L2 technical support for escalated issues from Service Desk Ensure proper ticket handling, updates, and closure in ITSM tools (ServiceNow) [WACKER_MWS...Computing | Word] 2. IMAC Services (Install, Move, Add, Change) Perform device deployment, installation, and configuration Support hardware/software upgrades and migrations Execute device relocation and workplace setup activities [WACKER_MWS...Computing | Word] 3. Smart Hands & Onsite Services Provide hands-on support for infrastructure and workplace services Support event and meeting room setups when required [WACKER_MWS...Computing | Word] Coordinate with backend teams for network/server-related support 4. Device & Lifecycle Management Support device lifecycle activities (procurement coordination, deployment, disposal) [Employee O...now Wacker | PDF] Maintain accurate asset and CMDB records [Employee O...now Wacker | PDF] Ensure compliance with software distribution, patching, and security policies [Employee O...now Wacker | PDF] 5. VDI & Application Support Support Virtual Desktop Infrastructure (VDI) users and troubleshooting [Employee O...now Wacker | PDF] Provide support for: Microsoft Office / business applications SAP access (basic support coordination) [Employee O...now Wacker | PDF] 6. Customer Experience & Communication Act as primary onsite IT contact for end users Provide timely updates and clear communication Ensure high CSAT and user experience (XLA mindset) 7. Compliance & Documentation Adhere to IT security, safety, and compliance policies [WACKER_MWS..._Computing | PDF] Maintain documentation of all activities and changes [WACKER_MWS...Computing | Word] Contribute to knowledge base updates and improvements Required Skills & Experience Technical Skills Strong experience in: Windows OS, laptops/desktops troubleshooting Hardware diagnostics and repair Microsoft Office and enterprise applications Knowledge of: VDI / Citrix environments ITSM tools (ServiceNow preferred) Basic networking concepts Soft Skills Strong customer handling and communication skills Ability to work in a multicultural, global environment Good problem-solving and troubleshooting mindset Qualifications Bachelor’s degree in IT / Computer Science (preferred) Relevant certifications (e.g., ITIL, Microsoft) are an advantage Work Location & Coverage Location: Pune (Delivery Center supporting global Wacker sites) Work model: Hybrid (primarily onsite / smart hands support) Shift: Aligned to global service coverage requirements Nice-to-Have

Other Requirements

strong adaptability to clients 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 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.