Senior Administrator - English, Arabic, Microsoft Windows

HCLTech; Lucknow; Presencial; INR 450.000 - 650.000; Jornada completa

Descripción de la vacante

HCL Technologies Limited is seeking a Senior Administrator to handle English/Arabic support, Windows environments, and general IT helpdesk tasks in Lucknow. The role covers incident resolution, user management, and knowledge base maintenance, with a focus on timely, high-quality customer service.

You will work with cross-functional teams to deploy hardware/software, train staff, and improve IT processes, ensuring CSAT goals are met.

Formación

• Respond to help desk tickets via phone, email, chat, or in person.
• Diagnose and resolve hardware, software, and network issues.
• Escalate unresolved issues to higher-level IT staff.
• Assist with user account setup and access permissions.
• Maintain and update documentation and knowledge base articles.
• Track and manage support requests using ticketing systems.
• Support deployment of new hardware/software and system upgrades.
• Provide training or guidance to junior staff or end users.
• Ensure timely resolution and follow-up on open issues.

Responsabilidades

• Resolve escalated issues related to hardware, software, network, and system performance.
• Handle incident escalations and ensure resolution within defined SLAs.
• Work closely with Level I and Level III support teams, development, QA, and operations to streamline issue resolution.
• Maintain detailed records of support activities, resolutions, and system configurations.
• Assist in deploying, configuring, and maintaining IT systems including desktops, laptops, printers, and peripherals.
• Identify areas for improvement and implement innovative support solutions.
• Provide technical support and ensure customer queries are resolved effectively.

Conocimientos

Help desk support

Hardware troubleshooting

Software troubleshooting

Network troubleshooting

Ticketing systems

User account management

Documentation skills

Customer service

Training others

Herramientas

Ticketing systems

Remote support tools

Descripción del empleo

Career Opportunities: Senior Administrator - English, Arabic, Microsoft Windows (98862)

Requisition ID98862-Posted11/06/2026

• Respond to help desk tickets via phone, email, chat, or in person.
• II. Diagnose and resolve hardware, software, and network issues.
• III. Escalate unresolved issues to higher-level IT staff.
• IV. Assist with user account setup, password resets, and access permissions.
• V. Maintain and update documentation and knowledge base articles.
• VI. Track and manage support requests using ticketing systems.
• VII. Support deployment of new hardware/software and system upgrades.
• VIII. Provide training or guidance to junior staff or end users.
• IX. Ensure timely resolution and follow-up on open issues.
• X. Participating in IT process improvement initiatives
• 6. Ensure positive customer experience and high CSAT scores through first call resolution, clear communication, and proactive mitigation of security threats.

Other Requirements

• Resolve escalated issues related to hardware, software, network, and system performance.
• II. Handle incident escalations and ensure resolution within defined SLAs.
• III. Work closely with Level I and Level III support teams, development, QA, and operations to streamline issue resolution.
• IV. Maintain detailed records of support activities, resolutions, and system configurations.
• V. Assist in deploying, configuring, and maintaining IT systems including desktops, laptops, printers, and peripherals.
• VI. Identify areas for improvement and implement innovative support solutions.
• VII. Provide technical support and ensure customer queries are resolved effectively.