{"id":4135356,"url":"https://alion.io/job/hcltech-administrator-support-operations-7","title":"Administrator (Support & Operations)","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Noida, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"VMWare","optional":false},{"name":"ITSM","optional":true},{"name":"Microsoft Office","optional":true},{"name":"ServiceNow","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-11-12T03:46:02Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T03:46:02Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nVirtual IT Point Support Technician provides technical assistance and support to end-users experiencing issues with remote desktop environments, software, and network issues on laptops, desktops, and mobile devices This role involves troubleshooting, resolving technical problems, and ensuring seamless access to virtual desktops and and diagnosing system failures, performing BIOS-level troubleshooting, The ideal candidate is customer-focused, tech-savvy, and skilled in diagnosing and resolving IT-related issues remotely. The technician will also coordinate with IT teams, document solutions, and contribute to continuous service improvements in line with ITIL best practices. Additionally, the role requires proactive monitoring, system optimization, and adherence to security protocols to enhance overall IT service delivery.\nKey Responsibilities\nProvide remote technical support for end-user devices, including laptops, desktops, and mobile devices.\nTroubleshoot and resolve hardware, software, and network-related issues remotely.\nPerform BIOS-level troubleshooting, system re-imaging, and IMAC (Install, Move, Add, Change) tasks.\nSupport new user onboarding, account setup, and hardware/software provisioning.\nAssist end users by taking control using various remote-control applications, including IP KVM.\nTroubleshoot and resolve issues related to remote desktop access, VPNs, software applications, and network connectivity.\nAssist users with setup, configuration, and optimization of remote desktop tools (e.g., Microsoft Remote Desktop, Citrix, VMware Horizon).\nDiagnose hardware, software, and system performance problems in virtual environments.\nEscalate complex issues to senior IT staff or specialized teams when necessary.\nDocument supports tickets, resolutions, and user interactions in a clear and organized manner.\nDocument resolutions, update knowledge bases, and contribute to process optimization.\nCollaborate with cross-functional IT teams for complex issue resolution and service improvements.\nEnsure adherence to IT security policies, compliance requirements, and best practices.\nMonitor and escalate recurring technical issues to prevent future disruptions.\nProvide ITIL-based support for Incident, Problem, and Request Management processes.\nManage workflows, performance metrics, and service level agreements (SLAs).\nProactively monitor system performance, identify potential risks, and recommend improvements.\nAssist in software license management, compliance tracking, and audits.\nConduct periodic training sessions or create user guides for common IT issues.\nPerform remote device management, including troubleshooting mobile device connectivity and app installations.\nParticipate in IT asset management, tracking equipment lifecycles, and recommending upgrades or replacements. Other responsibilities\nAs assigned by management in alignment with the organization’s goals and operational requirements Education & Certifications:\nBachelor’s degree / Equivalent in computer science, IT.\nSkill Requirements\nSkills & Competencies\nExcellent communication skills in English (verbal and written).\nAnalytical thinking with strong troubleshooting and problem-solving abilities.\nStrong knowledge of desktop technologies and protocols (e.g., RDP, VDI).\nGood to have knowledge of endpoint management tools - (In Tune, SCCM, JAMF & MDM tools)\nProficiency with operating systems (e.g., Windows, macOS) and common business software (e.g., Microsoft Office).\nFamiliarity with network troubleshooting (e.g., VPNs, firewalls, bandwidth issues).\nDetail-oriented and customer-focused mindset.\nAbility to manage multiple priorities in a fast-paced environment.\nStrong organizational skills with the ability to maintain accurate and comprehensive records.\nFlexibility to work in shifts, including off-hours and weekends, as required.\nDemonstrated ability to coordinate across geographically distributed teams.\nTeam-oriented approach with a focus on collaboration and productivity.\nOther Requirements\nMinimum of 5 years of experience with high end technical customer service support hardware or a similar role.\nProven ability to build strong relationships and manage customer expectations.\nExperience in managing full IMACD lifecycle tasks.\nHands-on experience with ITSM tools like ServiceNow.\nStrong understanding of SLA management and tickets management","description_format":"text","description_chars":4375,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All 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