Administrator

HCL Technologies - Baxter, IA

Full-time - Entry Level

Baxter, IA

Professional, Scientific, and Technical Services

About the position

The Administrator position is focused on providing deskside and onsite IT support, ensuring effective troubleshooting and maintenance of network and datacenter equipment. The role requires strong customer service skills and the ability to manage user accounts and support various devices, including desktops, notebooks, and mobile devices. The Administrator will also be responsible for adhering to quality standards and enhancing customer satisfaction through effective issue resolution.

Responsibilities

• Provide support for on-call escalations and conduct root cause analysis of issues.
• Independently resolve tickets within agreed SLA for ticket volume and time.
• Adhere to quality standards, regulatory requirements, and company policies.
• Engage in value-adding activities such as knowledge base updates, training freshers, and coaching analysts.
• Ensure positive customer experience and CSAT through First Call Resolution and minimizing rejected resolutions or reopened cases.

Requirements

• Minimum 5 years of hands-on experience as deskside/onsite support or local IT engineer.
• Strong Microsoft Operating System installation (Windows 7 & Windows 10) and troubleshooting skills.
• Experience in troubleshooting MS Office applications (Outlook, Word, Excel, PowerPoint).
• Strong desktop support knowledge including hardware, software, and networking concepts.
• Experience with desktops, workstations, notebooks, printers, and handheld devices.
• Basic understanding of audio/video equipment and conference room setup.
• User account creation for Active Directory, Exchange Mailboxes, and distribution lists.
• Familiarity with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• Knowledge of mobile device setup, activations, and performance issues for handheld devices (Blackberry, Android, iOS).
• Strong customer service skills and excellent written and verbal communication skills in German.
• Good understanding of ITIL processes and hands-on experience with ITSM tools like Service Now.
• A+ Certified or equivalent certification.

Nice-to-haves

• Good documentation skills.
• Good working knowledge of MS Office (including MS Project and Visio).
• Ability to handle unforeseen situations and a high level of acceptance.