- Company Name
- HCLTech
- Job Title
- Senior Administrator
- Job Description
-
Job title: Senior Administrator
Role Summary
Senior Administrator delivers premium, concierge‑level IT support to executive and high‑profile users, acting as the single point of contact for critical incidents and service requests. The role ensures SLA compliance, rapid problem resolution, and maintains proactive coordination with tiered support teams.
Expectations
* Provide white‑glove, first‑line technical assistance to VIP stakeholders.
* Achieve SLA targets for response, resolution, and escalation (P1/P2 incidents).
* Communicate clearly, professionally, and consistently, delivering status updates and post‑resolution summaries.
* Drive issue ownership through to resolution, documenting all actions in the ITSM system.
* Collaborate cross‑functionally with infrastructure, security, and executive teams.
Key Responsibilities
* Respond to, diagnose, and resolve P1/P2 incidents for end‑user devices (Windows, macOS).
* Offer remote desktop support via Bomgar, LogMeIn, WebEx, etc., using SOPs.
* Handle high‑priority tickets, escalating to Tier‑2/Tier‑3 as necessary while maintaining ownership.
* Install, configure, and troubleshoot software (Office 365, Adobe, WinZip).
* Perform hardware support for desktops, notebooks, printers, mobile devices (Android, iOS).
* Manage service requests, incidents, and changes in an ITSM platform (ServiceNow, Remedy, HP Service Centre).
* Provide basic connectivity support (VPN, wired/wireless), peripheral management, and mobile device integration.
* Document all actions, logs, and resolutions comprehensively.
* Coordinate with resolver groups for non‑remote or escalated issues.
* Adhere to security, privacy, and confidentiality standards when dealing with executive data.
* Participate in continuous process improvement and knowledge base updates.
Required Skills
* Systematic problem‑solving, with strong break/fix expertise on desktops, laptops, and printers.
* Proficiency with Windows 10/11, macOS, Windows Server 2012–2019, Active Directory.
* Hands‑on experience with remote support tools (Bomgar, LogMeIn, SMS, WebEx).
* ITSM experience using ServiceNow, Remedy, HP Service Centre, Peregrine Service Centre.
* Advanced knowledge of Office 365, Office 2013–2019, and common productivity suites.
* Ability to support mobile platforms (Android, iOS) and basic line‑of‑sight connectivity.
* Excellent verbal and written communication, senior‑level customer handling, and documentation.
* High professionalism, discretion and the ability to work under pressure with executive stakeholders.
* Strong interpersonal skills, patience, and customer‑centric mindset.
Required Education & Certifications
* Bachelor’s degree in Information Technology, Computer Science, or equivalent.
* Relevant certifications preferred: Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+ / Network+, ITIL Foundation, or equivalent.