Administrator (Support & Operations)

Overview Provide direct face-to-face end user support experience with emphasis on quality resolutions. Help improve end user productivity by triaging, advising, teaching and developing solutions to common challenges with office products and capabilities. Provide hardware break/fix and warranty support for desktops, laptops, tablets and workstation devices. Provide operating system and application support to diagnose and resolve unique, non-recurring problems. Reimage systems as required. Identify potential escalations and proactively alert management as needed. Partner with other IT teams as appropriate to ensure problem resolution and, if necessary, root cause identification. Recommend and/or perform upgrades on systems. Work with procurement staff to purchase hardware and software. Complete installation and testing of computers and peripherals within established standards and guidelines. Provide basic support for mobile devices and printers. Provide primary support to executive users. Provide equipment move services. Ensure configuration and inventory management database entries are complete and accurate. Provide time/resource estimates for assigned tasks including time tracking activities. Local travel as needed. Perform other duties as assigned. To independently resolve tickets, provide on-call support and perform root cause analysis to ensure positive customer feedback. Key Responsibilities To adhere to quality standards, regulatory requirements and company policies. To provide support for on-call escalations and conducting root cause analysis of given issues. Work on value-adding activities such as knowledge base updates, training freshers, and coaching analysts. To independently resolve tickets within agreed SLA for ticket volume and time. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions. Skill Requirements Must possess a professional demeanor and strong customer service/consulting/training skills. Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area. Basic understanding of networks, Intel servers and telecoms. Strong break/fix skills for desktops, workstations, notebooks, and Dell tablets. StrongMicrosoft Office skills (Outlook, Excel, Word, and PowerPoint). Strong Microsoft operating system troubleshooting skills. Strong macOS operating system troubleshooting skills (Big Sur and above). Strong problem solving and critical thinking skills. Strong written and verbal communication skills. Self-motivated with the ability to work independently with minimal supervision. Excellent time management skills and detail- and process-oriented mindset. Ability to walk long distances across large facilities. Ability to pass a background security check and hold a valid driver’s license with reliable transportation. Other Requirements Experience with ticketing systems (e.g., ServiceNow, Smart IT, IT Connect). Experience working with executives. Certifications: Hardware such as A+ or equivalent; Microsoft – MCSA Windows 7/8/10; Networking such as CCNA or CCNP. Experience performing remote control of PCs and knowledge of video conferencing. SCCM experience. Compensation and Benefits A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year. #J-18808-Ljbffr HCL Technologies Limited