Technical Specialist with English

Technologies we use

Your responsibilities

• Manage user accounts across applications running on various platforms (e.g. Windows, Active Directory, Exchange)

• Create and administer LAN accounts, Global Groups, email accounts for new users

• Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)

• Standardize network resources as per client requirements and grant permissions on them

• Set up servers as per the client standards and grant permissions on them

• Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way

• Perform a role of a System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping

• Perform development and maintenance of Knowledge Base for the User Account Maintenance Procedures

Our requirements

What we offer

Technical Requirements

• Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications primarily using remote access technology

• First contact resolution of desktop issues or follow proper escalation procedures

• Usage of collaboration tools

• Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to make service levels

• Training and developing 1st line support analysts

• Managing escalations for the service desk

• Delivering a client focused service experience for technology user queries received over the phone, in a professional and timely manner while demonstrating the highest standards of verbal communication

• Prepare project deliverable function specification and application data documents as per the ITSM tool & specific customer requirements

• Ensure that the all the tool related deliverables are achieved through consecutive testing and user acceptance

• Managing user account across applications running on various platforms

• To create and administer LAN accounts of the users

• To create and administer various shared resources e.g., Distribution Lists, Directories

• To provide permissions to the user as required by them

• To setup the servers as per the customer requirement

• To Standardize the network resources as per the client requirement

• Ensure that the customer has the appropriate access to the tools to support the business in an efficient way

• System Administrator for the User Account Maintenance and Incident Management

• Create LAN and/or E-mail account for the users and administer them

• Grant permissions on various network resources available to users

• Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)

• Understanding of ITIL processes

• Experience in UNIX/Mac environment

• Working knowledge of ticketing system for incident management

• Ability to define processes and implement them as per need

• Ability to conduct Root Cause Analysis

• Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone

• Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists

• Knowledge of VPN and remote dial-in users

• Knowledge of Active Directory, Exchange 2003/2007, Windows operating systems (servers: Windows 2000, Windows 2003, Windows 2008; clients: Windows7, Windows Vista, Windows XP, Windows 2000), Mac OS, OS X

• Knowledge of ITSM ticketing tools (e.g. Remedy, HP Service Center, Peregrine Service Center, SNOW)

At HCL, we don’t just accept the differences—we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.

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