Senior Administrator - English, French, Microsoft Windows

Experience: 2 to 5 years

Location: Madurai, India

Skills: Windows 10, Windows 11, MacOS, Active Directory, LAN, Wi-Fi, DNS, VPN, ServiceNow, ITIL, Knowledge Base, Microsoft Certified: Windows Server Hybrid Administrator Associate, ITIL Foundation, DELF, DALF

Job Summary
The Service Desk L2 Support Agent provides advanced technical support to end users by resolving incidents and service requests. The role requires strong troubleshooting skills, ownership of tickets through resolution, and effective communication with users and internal resolver groups. The agent acts as a key contributor to SLA compliance, knowledge management, and service improvement.

Key Responsibilities
Key Responsibilities
• Incident & Request Management
Handle L2 escalated incidents and service requests across IT domains such as workplace, OS, applications, and network basics
Perform detailed technical troubleshooting and root cause analysis for recurring issues
Take end-to-end ownership of tickets until closure, ensuring SLA and quality compliance
Work on major incidents, providing updates and support as per incident management processes
Escalate to L3 / engineering teams with proper diagnostics, logs, and analysis when required

• User Support & Communication
Provide remote support via phone, email, chat, and ITSM portal
Communicate clearly and professionally with end users in English (verbal and written)
Manage user expectations by providing accurate resolution timelines and status updates

• Technical Support Scope (Typical L2)
Operating Systems: Windows 10/11, basic MacOS support
Workplace services: user profiles, access issues, printers, VPN, email clients
Active Directory: password resets, account unlocks, group membership (as per access rights)
Network basics:



LAN/Wi-Fi connectivity, DNS, proxy, VPN troubleshooting
Standard enterprise applications and collaboration tools
Remote tools and device troubleshooting

• Process & Continuous Improvement
Ensure compliance with ITIL-based processes (Incident, Request, Change, Knowledge)
Create, update, and reuse Knowledge Base (KB) articles
Identify trends and contribute to problem management and shift-left initiatives
Support audits, reporting, and service improvement activities

Skill Requirements
Required Skills & Qualifications
• Education & Experience
Any graduate degree (IT or related field preferred)
2–5 years of experience in IT Service Desk / Technical Support with L2 exposure

• Technical Skills
Robust hands-on troubleshooting skills for end-user computing issues
Experience with ITSM tools (ServiceNow or equivalent)
Understanding of enterprise IT environments and support models
Familiarity with remote support tools and endpoint management

• Language & Soft Skills
Excellent English communication skills (spoken and written)
Strong customer-handling and problem-solving skills
Ability to work independently and under pressure
Good documentation and analytical skills

Working Conditions
24x7 rotational shifts (depending on customer engagement)
Weekend and holiday support as per roster
Offshore / global support environment

Nice to Have
ITIL Foundation certification
Exposure to L3 coordination or major incident bridges
Experience in global or multilingual service desk environments

Other Requirements
1. Optional but valuable: Microsoft Certified: Windows Server Hybrid Administrator Associate or similar certification.
2. Optional but valuable: ITIL Foundation certification.
3. Optional but valuable: DELF/DALF (French language certification) for nonnative speakers.

📌 Senior Administrator English, French, Microsoft Windows (Madurai)
🏢 HCL Technologies
📍 Madurai