Noida, Uttar Pradesh
Job Summary
Key Responsibilities
Incident & Service Request Management
Handle L2 incidents and service requests escalated from L1 teams.
Ensure timely resolution of tickets within agreed SLAs.
Perform root cause analysis for recurring incidents.
End User Computing Support
Support Windows 10/11 environments and corporate desktop standards.
Troubleshoot desktop, laptop, printer, scanner, docking station, and peripheral issues.
Provide remote support using approved enterprise tools.
Remote Access & Virtual Desktop Support
Support Remote Desktop Services (RDS), Citrix, Azure Virtual Desktop (AVD), and VDI environments.
Troubleshoot remote connectivity, VPN, MFA, and authentication issues.
Coordinate with infrastructure teams for backend issues impacting remote access services.
User & Access Management
Support Active Directory administration activities.
Manage user accounts, group memberships, password resets, and access permissions.
Troubleshoot Group Policy-related issues impacting end-user systems.
Support Azure AD/Entra ID authentication issues.
Endpoint Management
Support device provisioning, enrollment, and asset lifecycle activities.
Troubleshoot endpoint management platforms such as SCCM, MECM, Intune, or equivalent.
Assist in software deployment, patch validation, and compliance monitoring.
Security & Compliance
Support antivirus and endpoint security solutions.
Assist in vulnerability remediation and security compliance activities.
Ensure adherence to organizational security policies and procedures.
Documentation & Knowledge Management
Maintain SOPs, KB articles, troubleshooting guides, and runbooks.
Contribute to continuous improvement initiatives and automation opportunities.
Update documentation following incidents, changes, and current implementations.
Collaboration & Escalation Management
Work closely with L1, L3, Workplace, Network, Server, and Security teams.
Participate in Major Incident (P1/P2) bridge
📌 Administrator (Support & Operations) (Noida)
🏢 HCLTech
📍 Noida