Senior Administrator - English, Arabic, Microsoft Windows

Experience: 4 to 8 years

Location: Sholinganallur, India

Skills: Windows Servers, Unix Servers, Active Directory, Networking, Databases, Storage, Backup, ITSM tools, ServiceNow, Remedy, Monitoring tools, SolarWinds, SCOM, Job scheduling tools, Control-M, Autosys, Backup jobs, Avamar, Networker, Veritas NetBackup, Root Cause Analysis, ITIL Foundation, MCP, MCSA, MCSE, CCNA, RHCE

Job Summary
IT Service Desk and Command Center L2 Support Analyst
Shift: Rotational (24x7 Support)
Experience: 4–8 Years

Purpose of the Role (L2 Service Desk):
Provide 24x7 Level 2 (L2) Service Desk support via phone, chat, email, and self-service queues by taking ownership of escalated tickets, performing advanced troubleshooting, restoring service within SLA, and coordinating with resolver groups (L3/vendors) through to resolution. The role focuses on deep-dive diagnosis of end-user and workplace technology issues, accurate documentation, knowledge creation, and driving reduction of repeats through problem management and continuous improvement.
Key Responsibilities:
• Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues.
• Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible.
• Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases.
• Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures.
• Monitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc.
• Place devices in maintenance mode, schedule maintenance, and monitor alerts/events.
• Act as the first point of contact for incident detection and escalation.
• Trigger critical incident management processes and notify stakeholders.
• Escalate unresolved issues to L2/L3 teams as per defined procedures.
• Maintain high login efficiency and availability during shifts.
• Monitor and execute job schedules using tools like Control-M or Autosys.
• Start/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup.
• Generate and analyze operational reports and dashboards.
• Adhere to voice, accent, and technical quality standards.




• Ensure compliance with regulatory requirements and internal policies.
• Minimize rejected resolutions and reopened cases.
• Contribute to knowledge base updates and process documentation.
• Assist in creating Root Cause Analysis (RCA) reports.
• Identify and report inconsistencies in monitoring configurations and alert thresholds.
• Support the team lead in updating runbooks and process documents.

Required Skills & Competencies:
• Solid verbal and written communication.
• Active listening, effective questioning, and clear documentation.
• Proficient in verbal, non-verbal, and written communication.
Technical Knowledge:
• Basic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
• Experience with monitoring tools (e.g., SolarWinds, SCOM).
• Knowledge of job scheduling tools (e.g., Control-M, Autosys).

Communication Skills:
• Bachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school).
• Preferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE.
• 4-8 years of experience in IT infrastructure monitoring and L2 support.

Key Responsibilities
IT Service Desk and Command Center L2 Support Analyst
Shift: Rotational (24x7 Support)
Experience: 4–8 Years

Purpose of the Role (L2 Service Desk):
Provide 24x7 Level 2 (L2) Service Desk support via phone, chat, email, and self-service queues by taking ownership of escalated tickets, performing advanced troubleshooting, restoring service within SLA, and coordinating with resolver groups (L3/vendors) through to resolution. The role focuses on deep-dive diagnosis of end-user and workplace technology issues, accurate documentation, knowledge creation, and driving reduction of repeats through problem management and continuous improvement.
Key Responsibilities:
• Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues.
• Perform advanced diagnosis and resolution for hardware, software, operating system,



collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible.
• Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases.
• Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures.
• Monitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc.
• Place devices in maintenance mode, schedule maintenance, and monitor alerts/events.
• Act as the first point of contact for incident detection and escalation.
• Trigger critical incident management processes and notify stakeholders.
• Escalate unresolved issues to L2/L3 teams as per defined procedures.
• Maintain high login efficiency and availability during shifts.
• Monitor and execute job schedules using tools like Control-M or Autosys.
• Start/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup.
• Generate and analyze operational reports and dashboards.
• Adhere to voice, accent, and technical quality standards.
• Ensure compliance with regulatory requirements and internal policies.
• Minimize rejected resolutions and reopened cases.
• Contribute to knowledge base updates and process documentation.
• Assist in creating Root Cause Analysis (RCA) reports.
• Identify and report inconsistencies in monitoring configurations and alert thresholds.
• Support the team lead in updating runbooks and process documents.

Required Skills & Competencies:
• Strong verbal and written communication.
• Active listening, effective questioning, and clear documentation.
• Proficient in verbal, non-verbal, and written communication.
Technical Knowledge:
• Basic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
• Experience with monitoring tools (e.g., SolarWinds, SCOM).
• Knowledge of job scheduling tools (e.g., Control-M, Autosys).

Communication Skills:
• Bachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school).
• Preferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE.
• 4-8 years of experience in IT infrastructure monitoring and L2 support.

📌 Senior Administrator English, Arabic, Microsoft Windows (Chennai)
🏢 HCL Technologies
📍 Chennai