Desktop Support Engineer

HCLTech; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

HCLTech in Noida is seeking a Desktop Support Engineer (L1/L2) to handle escalated technical issues, ensure timely resolution, and uphold quality standards in an international voice support environment.

You will manage queues, resolve tickets within SLA, maintain CSAT through effective resolution, update logs, and follow escalation processes while adhering to shift schedules. 0.6 to 7 years of experience is preferred.

Qualifications

• 0.6 to 7 years of experience in desktop support or voice support.
• Excellent communication with international clients.
• Experience with MS Office/O365 and remote access tools (VPN, Citrix, VDI).

Responsibilities

• Handle escalated calls from L1 team and resolve tickets within SLA.
• Maintain quality standards and CSAT, following escalation processes.
• Update worklogs and manage queues to drive case closure.
• Adhere to shift schedules and ensure regulatory compliance.

Skills

Excellent communication skills

Troubleshooting skills

Mobility-related applications

Desktop/general system issues

Outlook, VPN, Citrix, VDI

MS Office/O365

Telecom experience

Tools

Outlook

VPN

Citrix

VDI

Job description

Location: Noida

Job Description for Desktop Support Engineer

L1/L2 Support Engineer responsible for handling escalated technical issues, ensuring timely resolution, maintaining quality standards, and delivering excellent customer experience in an international voice support environment.

Primary Skills:

• Excellent communication skills with International Voice Support experience
• Strong troubleshooting skills for:
• Mobility-related applications
• Desktop/general system issues
• Outlook, VPN, Citrix, VDI
• In-depth knowledge of MS Office/O365

Secondary Skills:

• Experience in Telecom (added advantage)

Experience:

0.6 to 7 years

Role and Responsibilities:

A. Key Responsibilities

• Handle escalated calls from L1 team efficiently
• Resolve tickets within agreed SLA for volume and time
• Ensure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policies
• Deliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen cases
• Update worklogs and follow escalation processes
• Manage queues effectively and work toward case closure

B. Additional Responsibilities

• Adhere to process compliance and shift schedules