SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

HCL Technologies Limited; Nagpur District; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

HCL Technologies Limited in Nagpur, Maharashtra seeks a Senior Engineer specializing in Microsoft Windows, Windows Server, and RDS to support end users and maintain IT services. The role involves handling service requests, documenting resolutions, and collaborating with IT teams to keep systems secure and up to date.

You will deliver timely issue resolution, assist with system testing, and contribute to IT documentation and knowledge bases for end users.

Qualifications

• Experience in Windows server environments and remote desktop support.
• Ability to troubleshoot software/hardware issues and document resolutions.
• Strong communication and time-management in a service desk context.

Responsibilities

• Resolve user IT issues by remotely accessing systems or guiding users through solutions.
• Escalate complex cases to higher-level IT staff with clear notes and context.
• Maintain detailed service records and incident histories to improve IT support.
• Perform system testing and updates after troubleshooting to prevent regressions.
• Create and maintain IT documentation and FAQs for end users.

Skills

Windows Server

Remote Desktop

RDS

Troubleshooting

Job description

SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services India Job Description SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services Nagpur, Maharashtra

Job Summary

They frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills

• Problem-solving skills – service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues
• Communication skills – effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues
• Time management – service desk analysts need excellent time management skills and should be able to set priorities when handling multiple cases
• Team collaboration – service desk analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers

Job Roles

Field Incoming Help RequestsOne of the main duties of a service desk analyst is to handle incoming queries and help requests from end users, either via email or over the phone. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.

Key Responsibilities

Resolve IT Support Requests

If possible, service desk analysts directly resolve user technical issues as they arrive. At some organizations, this can involve remotely accessing the user’s computer and making changes to their system and settings. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own. For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.

Escalate Advanced Cases

Service desk analysts elevate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem. For particularly complex cases, the service desk analyst may receive the user’s hardware so that IT specialists can conduct analyses and determine how to fix the problem.

Maintain Service Records

Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and also provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk analyst can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.

Skill Requirements

Perform System Testing and Updates

Service desk analysts support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system. They may also walk users through update and installation processes for software and peripherals.

Maintain IT Documentation

Many service desk analysts also support department-wide operations by creating, editing, and maintaining IT documents. This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization

Other Requirements

Remote Desktop Support

Why HCLTech?

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.