SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

HCLTech; Canada; Teletrabalho; CAD 70 000 - 90 000; Tempo integral

Resumo da oferta

HCL Technologies Limited is seeking a Senior Administrator to provide Level 2 remote support for Windows, macOS, iOS and Android across regions from Canada. The role focuses on resolving incidents, managing identities with Entra ID/Azure AD, and supporting Microsoft 365 workloads in a fast-paced environment.

The ideal candidate will have 5+ years in IT support and strong networking skills, with proficiency in ITSM tools and remote support platforms.

Qualificações

• 5+ years in IT support with at least 3 years at Level 2.
• Strong Windows OS, Microsoft 365 and AD/Entra ID skills.
• Solid networking fundamentals and familiarity with ITSM tools.

Responsabilidades

• Resolve Level 2 incidents and requests within SLA.
• Troubleshoot Windows 10/11, macOS, iOS and Android remotely.
• Diagnose LAN/WAN, VPN, DNS/DHCP, TCP/IP and firewall issues.
• Manage Intune, Entra ID/Azure AD, AD and Group Policy.
• Support Microsoft 365 apps and associated services.
• Escalate to Field Services and track tickets to closure.
• Document fixes and update knowledge base in local languages.
• Communicate progress in English, French, Spanish or Portuguese.

Conhecimentos

IT support

Level 2 support

Windows OS

Active Directory

Networking basics

Ferramentas

ServiceNow

LogMeIn

TeamViewer

Nexthink

Descrição da oferta de emprego

Career Opportunities: SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services (185644)

Requisition ID185644-Posted10/29/2026

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum.

Key Responsibilities

responsibilities

• Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
• Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
• Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
• Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
• Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
• Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
• Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
• Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Skill Requirements

• 5+ years in IT support, with at least 3 years at Level 2.
• Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
• Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).
• Working knowledge of ITIL incident, request and problem management.
• Fluent written and spoken language skills as listed for the location.

Preferred

• Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
• Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.
• Experience supporting users across several countries and time zones.

Other Requirements

Language requirements:

• Canada:fluent English and French
• LATAM:fluent English plus Portuguese, Spanish and French; Portuguese and Spanish are essential, French is strongly preferred