Sr Administrator (Support & Operations)
United Kingdom
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Job Description
Sr Administrator (Support & Operations)
Basildon District, England

Job Summary

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

 Join a dynamic and innovative team at Ford’s Tech Lounge – a global initiative designed to provide walk-in IT support and empower employees through hands-on assistance and guidance. With 13 Tech Lounges worldwide, this role offers a unique opportunity to be part of a creative and rewarding environment where technology meets exceptional customer service. We are seeking a English-speaking IT support technician with strong customer service skills to deliver face-to-face technical assistance to employees at our UK Tech Lounge. You will play a key role in enhancing user productivity, satisfaction, and engagement by resolving technical issues, offering expert advice, and showcasing new digital tools and capabilities.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Deliver direct, in-person IT support for corporate devices (desktops, laptops, mobile phones), telecom services, email systems, and other digital workplace tools. • Provide walk-up and deskside support within the designated coverage area. • Conduct triage and troubleshooting, offer guidance, and develop solutions for common challenges with office software and tools. • Collaborate with internal IT teams to ensure effective problem resolution and root cause analysis. • Manage customer queues and maintain accurate support documentation. • Identify and escalate issues proactively to the Tech Lounge Lead. • Contribute ideas to prevent recurring incidents and improve overall employee productivity. • Promote a culture of continuous learning and knowledge sharing. • Ensure a world-class support experience with a strong focus on quality and customer satisfaction.

Skill Requirements

Fluency in English (spoken and written) is mandatory. • Proven experience in a Desktop Support Engineer or similar IT support role. • Hands-on expertise with Windows, Linux, and macOS. • Strong knowledge of office productivity tools, computer peripherals, network security, and antivirus software. • Excellent problem-solving and communication skills. • Customer-focused mindset with the ability to multitask effectively.

Other Requirements

• Respond to user inquiries related to hardware, software, and networking. • Set up and configure equipment, including operating systems and applications. • Perform remote and on-site troubleshooting. • Maintain detailed records of technical issues and resolutions. • Apply software updates and security patches. • Provide clear, user-friendly instructions and support.
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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.