SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
Brazil
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Job Description
SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
Others, São Paulo

Job Summary

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum.

Key Responsibilities

  • Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
  • Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
  • Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
  • Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
  • Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
  • Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
  • Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
  • Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Skill Requirements

  • Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
  • Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
  • Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
  • Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
  • Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
  • Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
  • Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
  • Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Other Requirements

Language requirements:

  • Canada: fluent English and French
  • LATAM: fluent English plus Portuguese, Spanish and French; Portuguese and Spanish are essential, French is strongly preferred
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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 230,000 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 September 2026 totaled $14.8 billion.