IT Administrator (f/m/d)

IT Administrator (f/m/d)

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.

Your job:

• Provide support for on-call escalations and perform root cause analysis of issues.
• Independently resolve tickets within agreed SLA of ticket volume and time.
• Adhere to quality standards, regulatory requirements, and company policies.
• Engage in value-adding activities such as knowledge base updates, training freshers, and coaching analysts.
• Ensure a positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.
• Provide support in escalated issues and challenges with hardware, software, and application issues faced by Level I and Level II technicians.
• Provide direct support on break-fix, fault diagnosis, repair, and resolution as required.
• Coordinate between internal and external clients and vendors.
• Provide second-level support and resolve escalated and unresolved issues from the team.
• Perform cycle counts and facilitate functions for asset management, shipping, and warehouse projects as necessary.
• Support VIP/Priority Users abiding by elevated SLAs and executive support processes.
• Support Windows, Microsoft Active Directory, MS Office 365, enterprise anti-virus solutions, and other authorized desktop applications.
• Provide support for third-party related issues as per scope and defined best practices.
• Troubleshoot and support Mac devices.

Your profile:

• Experience in forecasting, purchase processes, and catalogue management.
• Experience in full IMACs lifecycle, including manual software installation, system handover, disposal, or stocking, CMDB/AMDB updates.
• Ability to work in a complex environment requiring flexibility and teamwork.
• Bachelor’s Degree or equivalent in Computer Science or a related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum 3 years of experience in desktop support/asset management.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability in team leading, meeting SLAs, and management reporting requirements.
• Excellent communication skills (English & Local Language).
• Proven ability in relationship-building and customer management.

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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.

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