Sr Administrator (Support & Operations) at HCLTech in Sri Lanka

Job Summary

Resource will provide first- and second-level technical support to end users by diagnosing, troubleshooting, and resolving desktop, laptop, software, hardware, connectivity, VPN, printer, and peripheral issues through remote support tools. The role requires strong technical troubleshooting capability, customer service orientation, accurate ticket documentation, and adherence to IT service management processes.

Job Description : •
Diploma, bachelor’s degree, or equivalent qualification in Information Technology, Computer Science, Networking, or a related discipline. • 2–5 years of experience in remote desktop support, service desk, IT helpdesk, endpoint support, or technical support operations. • Hands-on experience supporting enterprise users in a Windows and Microsoft 365 environment. • Experience working with SLA-driven ticket queues and ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms. • Ability to work in rotational shifts, extended support windows, or 24x7 support environments as required.

Key Responsibilities

Provide remote technical support to users through phone, chat, email, and ticketing channels. • Diagnose and resolve desktop, laptop, operating system, application, browser, VPN, network connectivity, printer, and peripheral issues. • Use remote access tools to troubleshoot user systems, configure settings, install approved software, and apply fixes. • Perform user account support including password resets, account unlocks, access validation, and multi-factor authentication troubleshooting. • Maintain and update tickets with accurate issue details, troubleshooting steps, resolution notes, and follow-up actions. • Ensure timely incident resolution and escalation in line with SLA, priority, and ITSM process requirements. • Support endpoint patching, software updates, antivirus status checks, and basic endpoint security compliance activities. • Assist with onboarding and offboarding activities including device readiness, application access, and user profile setup. • Coordinate with Level 2, Level 3, network, security, and infrastructure teams for complex technical issues. • Create and update knowledge base articles, troubleshooting guides, and standard operating procedures. • Follow asset management, change management, incident management, and service request fulfillment processes. • Deliver a professional and customer-focused support experience while maintaining data security and confidentiality.

Skill Requirements

Strong working knowledge of Windows desktop operating systems, Microsoft 365 applications, browsers, printers, scanners, and common business applications. • Experience with remote desktop tools, endpoint support tools, ticketing systems, and knowledge management platforms. • Good understanding of Active Directory user management, group membership, shared drive access, and basic policy troubleshooting. • Basic networking knowledge including TCP/IP, DNS, DHCP, Wi-Fi, LAN, VPN, proxy, and firewall-related user connectivity troubleshooting. • Understanding of endpoint security basics including antivirus, encryption, patching, vulnerability remediation, and device compliance. • Ability to troubleshoot hardware, software, operating system, application, and peripheral issues using a structured approach. • Familiarity with ITIL-based incident, request, problem, change, and escalation processes.

Other Requirements

Diploma, bachelor’s degree, or equivalent qualification in Information Technology, Computer Science, Networking, or a related discipline. • 2–5 years of experience in remote desktop support, service desk, IT helpdesk, endpoint support, or technical support operations. • Hands-on experience supporting enterprise users in a Windows and Microsoft 365 environment. • Experience working with SLA-driven ticket queues and ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms. • Ability to work in rotational shifts, extended support windows, or 24x7 support environments as required.