Senior Administrator - Desk Side Services

HCL Technologies Limited; Winnipeg; On-site; CAD 60,000 - 90,000; Full time

Job summary

HCLTech is seeking an on-site Level 2 support specialist in Winnipeg to provide advanced end-user computing support for Windows, macOS, and mobile devices. The role requires troubleshooting escalated incidents, imaging, software deployment, and OS upgrades, with interaction across Infrastructure, Security, and Network teams to resolve issues.

The candidate will support VPN, Citrix, VDI, and RDS environments, manage devices with Intune, SCCM, JAMF, and MDM, and document procedures while

Qualifications

• Experience providing Level 2 technical support for Windows and macOS devices.
• Proficient with ITSM tooling like ServiceNow.
• Experience with imaging, deployment, and OS upgrades.

Responsibilities

• Provide Level 2 support for Windows, macOS, and end-user devices.
• Troubleshoot hardware and software issues on desktops, laptops, printers, docking stations, and peripherals.
• Support device imaging, re-imaging, software deployment, and OS upgrades; manage incidents, service requests, and problem tickets via ServiceNow or other ITSM tools.
• Provide support for VPN, remote access, Citrix, VDI, and Microsoft RDS environments; onboard/offboard users and manage accounts and devices.
• Support endpoint management platforms such as Intune, SCCM, JAMF, and MDM solutions.
• Coordinate with Infrastructure, Security, Network, and Application teams; maintain asset inventory, lifecycle, and compliance docs.
• Create and update knowledge articles, SOPs, and technical documentation; ensure SLA adherence and VIP support when required.

Skills

Troubleshooting

L2 support

End-user computing

VIP support

Tools

ServiceNow

Intune

SCCM

JAMF

MDM

Citrix

VDI

RDS

PowerShell

Endpoint Security

Job description

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 218,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. (www.hcltech.com )

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place.

Work Location: Winnipeg, Manitoba - 5 days onsite

Job Responsibilities :

• Provide Level 2 support for Windows, macOS, and end-user computing environments.
• Troubleshoot complex hardware and software issues related to desktops, laptops, printers, docking stations, and peripherals.
• Support device imaging, re-imaging, software deployment, and OS upgrades. Manage incidents, service requests, and problem tickets through ServiceNow or other ITSM tools.
• Provide support for VPN, remote access, Citrix, VDI, and Microsoft RDS environments. Perform user onboarding, offboarding, account provisioning, and device allocation activities.
• Support endpoint management platforms such as Intune, SCCM, JAMF, and MDM solutions.
• Coordinate with Infrastructure, Security, Network, and Application teams for issue resolution. Maintain asset inventory, lifecycle tracking, and compliance documentation.
• Create and update knowledge articles, SOPs, and technical documentation. Ensure SLA adherence and provide timely updates to stakeholders and end users. Provide VIP/Executive support when required.

Job Summary :

• Responsible for providing advanced technical support for end-user computing environments, including desktops, laptops, mobile devices, operating systems, applications, peripherals, and remote access technologies.
• The role involves troubleshooting escalated incidents from L1 teams, supporting VIP users, maintaining endpoint security compliance, and ensuring service delivery within agreed SLAs.

Other Requirement : Microsoft Intune SCCM/MECM JAMF Citrix Workspace VMware Horizon Azure Virtual Desktop (AVD) PowerShell scripting Endpoint Security solutions