Senior Desk-Side IT Administrator & Automation Engineer

HCL Technologies Limited; Northern (KY); Hybrid; USD 54,000 - 65,000; Full time

Job summary

HCLTech is seeking a Senior Administrator - Desk Side Services focused on AMT Asset Management Software in Pennsylvania, United States. The role drives operational efficiency by developing and maintaining automation tools, aligning ITIL processes with quality and cost standards, and delivering high-quality code to support ongoing projects and client requests.

You will collaborate with cross-functional teams to handle complex incidents, update the knowledge base, mentor analysts, and contribute

Qualifications

• Advanced proficiency in asset management services and best practices.
• Strong analytical and problem-solving skills.
• Excellent communication skills with customers and team members.
• Familiarity with regulatory requirements and IT operations quality standards.
• Ability to coach and mentor team members effectively.

Responsibilities

• Adhere to quality standards and regulatory requirements by implementing best practices in asset management services, ensuring compliance with company policies.
• Provide expert support for complex incidents escalated by analysts, utilizing advanced troubleshooting techniques and root cause analysis to resolve technical and security issues effectively.
• Lead value-adding initiatives such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance their skills and service delivery.
• Resolve complex support tickets within agreed SLAs by collaborating with cross-functional teams, ensuring seamless operations, and maintaining a strong security posture.
• Enhance customer experience and satisfaction by achieving first call resolution, minimizing rejected resolutions or reopened cases, and proactively mitigating security threats.

Skills

Asset management

Analytical mindset

Communication skills

Regulatory & quality standards

Coaching & mentoring

Job description

HCLTech is seeking a Senior Administrator - Desk Side Services focused on AMT Asset Management Software in Pennsylvania, United States. The role drives operational efficiency by developing and maintaining automation tools, aligning ITIL processes with quality and cost standards, and delivering high-quality code to support ongoing projects and client requests.

You will collaborate with cross-functional teams to handle complex incidents, update the knowledge base, mentor analysts, and contribute