Sr Administrator (Support & Operations)

Switzerland

Switzerland

Job Description (Posting)

Position Overview



Desktop Technician will provide day to day local\\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 5+ Years’ experience in Windows Desktop support and Infrastructure support and must have handled VIP Support



Candidate Required Minimum Qualifications and Skills

CompTIA A+, Microsoft Certified Professional (MCP) or better.

Minimum of 5 years of relevant IT experience.

Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

Basic understanding of Network devices like switches, Routers, Firewalls and other managed/un-managed Network devices like wireless APs, Wireless Controller, servers, Multiplexers etc.

Resource should be an French and English speaker and be well versed with local language.

Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.

Proven analytical, troubleshooting and problem-solving skills.

Understands ITSM tools, And having goods hands on in Service Now

Proven ability to multi-task, effectively determine priorities and meet SLA’s.

Excellent communication relationship-building and internal customer service skills.

Adaptable and flexible in a fast-changing industry and work environment.

Willing to work off-hours and weekends when required for projects or emergency support.

Support experience on Azure cloud





Responsibilities



Provide first/second level contact and problem resolution for customer issues.

Work with vendors to remediate complex AV issues as needed.

Provide timely communication on issue status and resolution.

Maintain ticket updates for all reported incidents.

Install, upgrade, support and troubleshoot Windows 10,11 and Microsoft Office 365, Cisco Jabber, another authorized desktop application.

Should have basic knowledge of Mac operating system, to support Apple pc users.

Install, upgrade, support and troubleshoot for printers, computer hardware.

Performs general preventative maintenance tasks on computers, laptops, printers.

Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Manage Procurement and own for all new in-scope hardware i.e., desktop/laptop, etc.

Deploy and manage in-scope hardware and software.

Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis)
Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.
Manage and maintain inventory of in-scope hardware, include asset tagging and recording.
Provide technical support for all hardware/equipment of the remote site computing infrastructure.

No. of Positions

1

Job Description (Posting).

About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Sr Administrator (Support & Operations)

Job Summary
To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback. (1.) Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Employee Group

Business Line FT

Entity

INFRA

Auto req ID

1623008BR

Expected Date of Closure

05-Dec-2025

Reporting Manager Designation

ASSOCIATE GENERAL MANAGER

Skill (Primary)

DWP-FSS-Desk Side Services