Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

HCLTech; Dadri, Lucknow, Hyderabad; On-site; INR 300,000 - 520,000; Full time

Job summary

HCL Technologies Limited is seeking an experienced Remote Desktop Support Technician to provide remote assistance for desktops, laptops, and mobile devices across multiple Noida, Hyderabad and Lucknow locations in India.

The role requires 1–3 years of service desk experience with strong customer service skills and technical expertise in Windows OS, Office applications, VPN, and device troubleshooting. Night shifts may be required and there is a focus on timely ticket resolution.

Qualifications

• Provide remote support via phone or chat for desktops, laptops, and mobile devices.
• Perform software updates, configurations, or installations.
• Identify potential issues impacting end-user experience and follow up with corrective steps.
• Manage the ticket queue and ensure tickets are resolved within SLAs.
• Hands-on experience with Windows OS and MS Office troubleshooting.

Responsibilities

• Work in a team to resolve customer problems and support other team members.
• Provide dispatch support to onsite technicians as needed.
• Coordinate with Level 3 support groups and project teams for service delivery improvements.
• Maintain high-quality customer service orientation and clear communication.
• Be comfortable with night shifts and ITIL incident management processes.

Skills

Remote desktop support

Windows troubleshooting

Customer service

Ticketing systems

VPN

MS Office

Tools

Remote Desktop

VPN

MS Office

Job description

Career Opportunities: Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services (178967)

Remote Desktop Support analyst Work Location: Noida, Hyderabad, Lucknow- India Minimum Experience –1-3 Years of Service desk / Remote Desktop support As a member of the Remote Desktop Support team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users and peers. The candidate will support the end user remotely

Key Responsibilities

The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the team. The candidate will also provide dispatch support to onsite technician. Job Description As a Remote Desktop Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

Skill Requirements

• Provide remote support over the phone or chat to customer that includes: Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform software updates, Configuration changes, or Software installations.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.

Other Requirements

• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Hands on experience on Windows/MS Office Troubleshooting.
• Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Install software for and troubleshoot a wide range of applications.
• Conduct remote troubleshooting, Guide users with simple, step-by-step instructions.
• Excellent customer service orientation and verbal communication skills.
• Should be comfortable with night shifts.
• Good Experience of Incident Management/ITIL Process.