Senior Administrator - Desk Side Services, AMT Asset Management Software

HCL Technologies Limited; Brussel Hoofdstad; On-site; EUR 50,000 - 65,000; Full time

Job summary

HCL Technologies Limited is seeking a Senior Administrator for Desk Side Services, delivering Level 2 onsite IT support for end-user computing across desktops, laptops, mobile devices, printers, and AV systems. You will troubleshoot hardware, software, OS, and network issues, image devices, install software, and back up data.

You will work with Citrix/VM environments, support JML activities as needed, and maintain SLA compliance while documenting resolutions and facilitating user training in

Qualifications

• 5+ years in Desktop Support/EUC/Onsite Support Services.
• Experience with desktops, laptops, printers, and mobile devices.
• Familiarity with remote desktop and video conferencing platforms.
• Proficient in Microsoft Outlook, Word, Excel, and Teams.

Responsibilities

• Provide Level 2 onsite IT support for end-user computing services including desktops, laptops, mobile devices, printers, and AV equipment.
• Diagnose and resolve hardware/software/OS and network issues; perform imaging, software installs, upgrades, and backups.
• Manage incidents with ServiceNow; ensure SLA targets and maintain clear documentation and updates.

Skills

Windows 10/11

Office 365

Teams

Active Directory

ServiceNow

Google Workspace

Citrix/VM environments

Remote support

Desktop PCs & laptops

Networking basics

AV meeting room tech

English & local language

Tools

ServiceNow

Citrix

VM environments

Google Workspace

Outlook

Job description

Career Opportunities: Senior Administrator - Desk Side Services, AMT Asset Management Software (161952)

The OSS (Onsite Service) Technical Engineer is responsible for providing Level 2 onsite IT support for end-user computing services, including desktops, laptops, mobile devices, printers, meeting room technologies, and related IT infrastructure. The role focuses on delivering high-quality technical support, ensuring adherence to service level agreements (SLAs), maintaining customer satisfaction, and supporting infrastructure administration activities. The engineer is expected to progressively develop technical expertise and operational capabilities over a 6-12 month period through structured learning, shadowing, and hands-on experience.

Key Responsibilities

End User Support & Troubleshooting Provide Level 2 technical support for desktops, laptops, thin clients, smartphones, tablets, printers, MFDs, meeting room AV equipment, and peripheral devices. Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity issues. Perform device imaging, software installation, upgrades, repairs, backup, and restoration activities. Support virtual desktop environments and Citrix/VM platforms. Take ownership of incidents and service requests through to resolution. Service Management & Operations Manage, categorize, prioritize, and track incidents and requests using ServiceNow or equivalent ticketing tools. Maintain ticket hygiene through regular updates, accurate documentation, knowledge article tagging, and closure notes. Meet agreed SLA targets and provide daily status updates to users. Support Joiner, Mover, and Leaver (JML) activities within defined service levels. Perform asset inventory management and maintain accurate equipment records. Infrastructure & Site Support Provide infrastructure administration support and assist with workstation deployment projects and upgrades. Deliver onsite support for remote office locations when required. Support business operations during contracted hours and be available for out-of-hours support when necessary. Move and install IT equipment in compliance with health and safety guidelines. Customer Service & Training Deliver professional, responsive, and customer-focused IT support. Communicate effectively with users in English and local languages. Provide end-user training and guidance on hardware, software, and collaboration tools. Recommend improvements and upgrades to end-user devices and workplace technologies.

Skill Requirements

Technical Skills Strong knowledge of: Microsoft Windows 10/11 Microsoft Office 365 Microsoft Teams Active Directory (Users, Groups, Policies, Administration) ServiceNow (Incident, Service Request, and Problem Management) Google Workspace and other enterprise productivity applications Remote support and collaboration tools Citrix and Virtual Machine (VM) environments Hands-on experience supporting: Desktop PCs and laptops Workstations and thin clients Smartphones (iOS and Android) Printers and multifunction devices (MFDs) Basic networking and connectivity troubleshooting Audio-Visual (AV) meeting room technologies Business & Soft Skills Strong customer service orientation and stakeholder management skills. Excellent verbal and written communication skills in English and local language. Analytical problem-solving and troubleshooting capability. Ability to work independently with minimal supervision. Strong attention to detail and documentation practices. Ability to work effectively in both BAU and project-based environments. Team-oriented mindset with flexibility to handle changing priorities.

Other Requirements

Minimum 5 years of experience in Desktop Support, End User Computing (EUC), or Onsite Support Services. Prior experience supporting desktops, laptops, workstations, printers, and mobile devices. Experience with remote desktop support and video conferencing platforms. Strong proficiency in Microsoft Outlook, Word, Excel, and Teams. Understanding of Outlook calendaring and collaboration tools. Experience supporting IT infrastructure deployment, migration, and upgrade projects. Ability to interact effectively with employees across all organizational and management levels. Self-motivated, proactive, and customer-focused approach. Willingness to travel to remote office locations and work outside regular business hours when required. Successful completion of a background security verification is mandatory.