Sr Administrator (Support & Operations)

HCL Technologies Limited; Frankfurt; On-site; EUR 60,000 - 85,000; Full time

Job summary

HCL Technologies Limited is seeking a Sr Administrator (Support & Operations) to provide deskside/on-site IT support across printer, networking, OT and data centre equipment. You will act as the Face of IT at the site and coordinate with IT and OT vendors to keep the site up and running.

The role requires hands-on expertise in Windows/Mac OS, SCCM/Intune/AD, ServiceNow, and OT technology such as PLCs. Occasional travel and on-call rotations are possible.

Qualifications

• Minimum 7yrs hands on deskside/onsite IT engineer experience.
• Strong Microsoft OS installation and troubleshooting skills.
• Hands & feet support for network and data centre equipment/devices.
• Strong desktop support knowledge: hardware, software, networking.

Responsibilities

• Lead site P1 incident resolution with IT team and stakeholders.
• Maintain SLAs and ITIL process adherence.
• Perform asset inventory and daily health checks of IT infra hardware/servers.
• Create KB articles and document day-to-day processes.

Skills

Onsite support

Deskside support

Hardware troubleshooting

Network troubleshooting

SCCM

Intune

AD

JAMF

ServiceNow

OT technology

RF scanners

Zebra printers

Active Directory

Remote desktop tools

Tools

Windows 10

macOS

iOS

Job description

Career Opportunities: Sr Administrator (Support & Operations) (167457)

Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Smart hands support for Infrastructure devices.
• Smart hands Support on Operational Technology (OT) environments including PLCs, manufacturing plant IT systems, flat-network devices, and industry-grade peripherals (e.g. Zebra label printers, RF scanners, rugged tablets).
• Act as the primary IT owner / ‘Face of IT’ at site - proactively identify, escal…
• Shopfloor environment Support : Provide frontline support for hardware and software issues on desktops, laptops, notebooks, mobile devices (iOS/Android), rugged devices, tablets, printers, RF scanners, and peripherals, used in the shopfloor environment
• Manage and maintain the data closets, ensuring cleanliness and supervision of activities being performed in there.
• Perform daily health check and reporting on critical IT infrastructure hardware and servers at their respective sites.
• Coordinates with IT and OT vendors and ensures the site is up and running

Key Responsibilities

Communicate and update to all stakeholders on critical items and issues related to IT.

• Drives critical issue resolution at site -Lead site P1s, work closely with larger HCL team and drive end to end accountability to ensure timely resolution with least downtime at site.
• Improves and maintains customer and employee satisfaction
• Performing asset inventory on IT and Infra devices when needed.
• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.
• Handling tickets/requests on ServiceNow, to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems.
• Troubleshooting technical issues.
• Create documentation for processes and procedures of day-to-day work. Creating KB articles.

Required Skills / Qualifications:

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices
• Strong desktop support knowledge including hardware, software, and networking concepts

Skill Requirements

Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.

• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
• Knowledge of windows Image build process and SCCM deployments
• Good knowledge on SCCM, Intune, AD and JAMF
• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
• Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc
• Experience in handling managed print services , corporate / network printers.
• Good understanding of Audio/Video equipment and conference room setup.
• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge.
• Strong Customer service skills
• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
• Able to handle unforeseen situations.
• High level of acceptance

Other Requirements

Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.
• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
• Possible rotational shifts.