SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
India
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Job Description
SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
Bengaluru, Karnataka

Job Summary

Role Summary The Remote Desktop Expert provides remote technical support for retail store environments, ensuring high availability and stability of end‑user devices and store systems. The role focuses on incident resolution, proactive diagnostics, and service restoration across distributed retail locations, while adhering to SLAs and compliance standards. Key Responsibilities Remote Support & Incident Management Provide remote Level 2 / Level 3 support for retail store devices and systems. Diagnose and resolve incidents related to POS, Back Office Systems (BOS), KMS, SCO, printers, hand‑held devices, and store PCs. Handle incidents, service requests, and changes through ITSM tools as per defined SLAs. Perform root cause analysis for recurring issues and recommend permanent fixes. Retail Systems & Device Support Support POS applications, operating systems, peripherals, and network connectivity. Troubleshoot Windows OS, device drivers, application failures, and patching issues. Assist in store rollouts, refresh activities, upgrades, and technology transitions. Coordinate with Field Support / Onsite teams for hardware replacement or physical interventions. Asset & Compliance Alignment Validate device and configuration data aligned to AMDB / CMDB accuracy standards. Ensure compliance with retail security, geo‑compliance, and audit requirements. Follow standard operating procedures and contribute to knowledge base articles. Stakeholder & Service Management Communicate clearly with store users, service desks, vendors, and central IT teams. Provide status updates, workaround guidance, and closure confirmations. Participate in service reviews, problem reviews, and continuous improvement initiatives. Required Skills & Experience Technical Skills Strong experience in Remote Desktop Support for large retail environments. Hands‑on knowledge of: Windows OS POS / Retail applications Retail peripherals (printers, scanners, cash drawers, pin pads) Experience with remote support tools, monitoring platforms, and ITSM systems. Basic understanding of network troubleshooting (LAN, WAN, VPN). Functional Skills Strong problem‑solving and analytical skills. Ability to work under time‑critical SLA environments. Clear written and verbal communication skills. Ability to handle high‑volume incidents during peak retail hours. Experience & Qualification 3–7 years of experience in Retail IT Support / Desktop Support / Store Technology Support. Exposure to enterprise retail clients with distributed store models. IT certifications (Windows, ITSM) preferred. Key Success Measures SLA adherence and incident resolution quality. Reduction in repeat incidents and store downtime. Accuracy of asset and configuration data. Positive store user experience and audit compliance.

Key Responsibilities

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Role Summary The Remote Desktop Expert provides remote technical support for retail store environments, ensuring high availability and stability of end‑user devices and store systems. The role focuses on incident resolution, proactive diagnostics, and service restoration across distributed retail locations, while adhering to SLAs and compliance standards. Key Responsibilities Remote Support & Incident Management Provide remote Level 2 / Level 3 support for retail store devices and systems. Diagnose and resolve incidents related to POS, Back Office Systems (BOS), KMS, SCO, printers, hand‑held devices, and store PCs. Handle incidents, service requests, and changes through ITSM tools as per defined SLAs. Perform root cause analysis for recurring issues and recommend permanent fixes. Retail Systems & Device Support Support POS applications, operating systems, peripherals, and network connectivity. Troubleshoot Windows OS, device drivers, application failures, and patching issues. Assist in store rollouts, refresh activities, upgrades, and technology transitions. Coordinate with Field Support / Onsite teams for hardware replacement or physical interventions. Asset & Compliance Alignment Validate device and configuration data aligned to AMDB / CMDB accuracy standards. Ensure compliance with retail security, geo‑compliance, and audit requirements. Follow standard operating procedures and contribute to knowledge base articles. Stakeholder & Service Management Communicate clearly with store users, service desks, vendors, and central IT teams. Provide status updates, workaround guidance, and closure confirmations. Participate in service reviews, problem reviews, and continuous improvement initiatives. Required Skills & Experience Technical Skills Strong experience in Remote Desktop Support for large retail environments. Hands‑on knowledge of: Windows OS POS / Retail applications Retail peripherals (printers, scanners, cash drawers, pin pads) Experience with remote support tools, monitoring platforms, and ITSM systems. Basic understanding of network troubleshooting (LAN, WAN, VPN). Functional Skills Strong problem‑solving and analytical skills. Ability to work under time‑critical SLA environments. Clear written and verbal communication skills. Ability to handle high‑volume incidents during peak retail hours. Experience & Qualification 3–7 years of experience in Retail IT Support / Desktop Support / Store Technology Support. Exposure to enterprise retail clients with distributed store models. IT certifications (Windows, ITSM) preferred. Key Success Measures SLA adherence and incident resolution quality. Reduction in repeat incidents and store downtime. Accuracy of asset and configuration data. Positive store user experience and audit compliance.

Skill Requirements

Role Summary The Remote Desktop Expert provides remote technical support for retail store environments, ensuring high availability and stability of end‑user devices and store systems. The role focuses on incident resolution, proactive diagnostics, and service restoration across distributed retail locations, while adhering to SLAs and compliance standards. Key Responsibilities Remote Support & Incident Management Provide remote Level 2 / Level 3 support for retail store devices and systems. Diagnose and resolve incidents related to POS, Back Office Systems (BOS), KMS, SCO, printers, hand‑held devices, and store PCs. Handle incidents, service requests, and changes through ITSM tools as per defined SLAs. Perform root cause analysis for recurring issues and recommend permanent fixes. Retail Systems & Device Support Support POS applications, operating systems, peripherals, and network connectivity. Troubleshoot Windows OS, device drivers, application failures, and patching issues. Assist in store rollouts, refresh activities, upgrades, and technology transitions. Coordinate with Field Support / Onsite teams for hardware replacement or physical interventions. Asset & Compliance Alignment Validate device and configuration data aligned to AMDB / CMDB accuracy standards. Ensure compliance with retail security, geo‑compliance, and audit requirements. Follow standard operating procedures and contribute to knowledge base articles. Stakeholder & Service Management Communicate clearly with store users, service desks, vendors, and central IT teams. Provide status updates, workaround guidance, and closure confirmations. Participate in service reviews, problem reviews, and continuous improvement initiatives. Required Skills & Experience Technical Skills Strong experience in Remote Desktop Support for large retail environments. Hands‑on knowledge of: Windows OS POS / Retail applications Retail peripherals (printers, scanners, cash drawers, pin pads) Experience with remote support tools, monitoring platforms, and ITSM systems. Basic understanding of network troubleshooting (LAN, WAN, VPN). Functional Skills Strong problem‑solving and analytical skills. Ability to work under time‑critical SLA environments. Clear written and verbal communication skills. Ability to handle high‑volume incidents during peak retail hours. Experience & Qualification 3–7 years of experience in Retail IT Support / Desktop Support / Store Technology Support. Exposure to enterprise retail clients with distributed store models. IT certifications (Windows, ITSM) preferred. Key Success Measures SLA adherence and incident resolution quality. Reduction in repeat incidents and store downtime. Accuracy of asset and configuration data. Positive store user experience and audit compliance.

Other Requirements

Role Summary The Remote Desktop Expert provides remote technical support for retail store environments, ensuring high availability and stability of end‑user devices and store systems. The role focuses on incident resolution, proactive diagnostics, and service restoration across distributed retail locations, while adhering to SLAs and compliance standards. Key Responsibilities Remote Support & Incident Management Provide remote Level 2 / Level 3 support for retail store devices and systems. Diagnose and resolve incidents related to POS, Back Office Systems (BOS), KMS, SCO, printers, hand‑held devices, and store PCs. Handle incidents, service requests, and changes through ITSM tools as per defined SLAs. Perform root cause analysis for recurring issues and recommend permanent fixes. Retail Systems & Device Support Support POS applications, operating systems, peripherals, and network connectivity. Troubleshoot Windows OS, device drivers, application failures, and patching issues. Assist in store rollouts, refresh activities, upgrades, and technology transitions. Coordinate with Field Support / Onsite teams for hardware replacement or physical interventions. Asset & Compliance Alignment Validate device and configuration data aligned to AMDB / CMDB accuracy standards. Ensure compliance with retail security, geo‑compliance, and audit requirements. Follow standard operating procedures and contribute to knowledge base articles. Stakeholder & Service Management Communicate clearly with store users, service desks, vendors, and central IT teams. Provide status updates, workaround guidance, and closure confirmations. Participate in service reviews, problem reviews, and continuous improvement initiatives. Required Skills & Experience Technical Skills Strong experience in Remote Desktop Support for large retail environments. Hands‑on knowledge of: Windows OS POS / Retail applications Retail peripherals (printers, scanners, cash drawers, pin pads) Experience with remote support tools, monitoring platforms, and ITSM systems. Basic understanding of network troubleshooting (LAN, WAN, VPN). Functional Skills Strong problem‑solving and analytical skills. Ability to work under time‑critical SLA environments. Clear written and verbal communication skills. Ability to handle high‑volume incidents during peak retail hours. Experience & Qualification 3–7 years of experience in Retail IT Support / Desktop Support / Store Technology Support. Exposure to enterprise retail clients with distributed store models. IT certifications (Windows, ITSM) preferred. Key Success Measures SLA adherence and incident resolution quality. Reduction in repeat incidents and store downtime. Accuracy of asset and configuration data. Positive store user experience and audit compliance.
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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.