Sr Administrator (Support & Operations)

HCL Technologies Limited; Mississauga; On-site; CAD 42,000 - 62,000; Full time

Job summary

HCLTech is seeking an IT service desk professional in Mississauga to provide prompt first-line support across hardware, software, network, and applications. You will log, track, and resolve incidents in ServiceNow while documenting actions and outcomes for knowledge bases and continual improvement.

A 24/7 rotating shift is required, with strong customer-service orientation and ITIL/Cert options valued. Join a global tech leader focused on helping customers stay on top by prioritizing people and

Qualifications

• English proficiency for verbal and written communication.
• 1–3 years in IT service desk or technical support roles.
• Experience with ITSM tools such as ServiceNow.
• Strong troubleshooting across Windows, MS Office, and network.
• Excellent communication and customer service skills.
• Ability to work in a 24/7 rotating shift schedule.
• Certifications such as ITIL Foundation or CompTIA A+ are a plus.

Responsibilities

• Provide prompt first-line support for hardware, software, network, and application issues.
• Log, track, and manage incidents and service requests using the ServiceNow ticketing system.
• Accurately document issues, actions taken, and solutions provided.
• Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed.
• Communicate effectively in English, ensuring clarity and empathy in all interactions.
• Collaborate with team members to maintain and improve knowledge base documentation.
• Follow ITIL best practices and adhere to organizational security and compliance standards.
• Contribute to continuous service improvement initiatives.

Skills

English proficiency

IT service desk

ITSM tools

Troubleshooting

Customer service

Shift work nights/weekends

ITIL certification (plus)

Tools

ServiceNow

Job description

• Provide prompt first-line support for hardware, software, network, and application issues.
• Log, track, and manage incidents and service requests using the ServiceNow ticketing system.
• Accurately document issues, actions taken, and solutions provided.
• Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed.
• Communicate effectively in English, ensuring clarity and empathy in all interactions.
• Collaborate with team members to maintain and improve knowledge base documentation.
• Follow ITIL best practices and adhere to organizational security and compliance standards.
• Contribute to continuous service improvement initiatives.

Skill Requirements

• Proficiency in English (verbal and written).
• 1–3 years of experience in IT service desk or technical support roles.
• Proficiency with ServiceNow ticketing system (or similar ITSM tool).
• Strong technical troubleshooting skills, including basic support for Windows, MS Office, and network connectivity.
• Excellent communication and customer service skills.
• Ability to thrive in a 24/7 environment with rotating shifts, including nights and weekends.
• Certifications such as ITIL Foundation, CompTIA A+, or equivalent are a plus.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.