Lucknow, Uttar Pradesh

Job Summary

Ticketing System Management: Logging, tracking, prioritizing, and updating IT support tickets from intake to resolution, ensuring SLAs are met.

Service Request Fulfillment: Handling onboarding/offboarding tasks, such as creating user accounts, resetting passwords, and setting up workstations.

Remote Support: Using remote desktop tools to solve issues for remote employees or branch offices.

Escalation: Identifying and escalating complex, unresolved, or high-priority technical issues to specialized, higher-level IT teams.

Documentation & Knowledge Base: Creating FAQ materials, troubleshooting guides, and updating IT documentation.

System Maintenance: Performing routine system installations, upgrades, and maintenance to prevent issues

Technical Knowledge: Proficiency in Windows/macOS, Active Directory, network troubleshooting (VPN, TCP/IP), and Microsoft Office Suite.

Communication Skills:



Excellent verbal and written communication to explain complex technical issues simply.

Problem-Solving: Solid critical thinking to find both workarounds and permanent solutions.

Experience: Usually 1-3 years in a similar IT support or helpdesk role.

Certifications: ITIL certification or CompTIA A+ are often preferred

Key Responsibilities

Technical Troubleshooting, Fluent in English

Skill Requirements

Technical Troubleshooting, Fluent in English

Other Requirements

Senior Service Desk agent, Troubleshooting
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📌 Administrator - English, French, Microsoft Windows (Lucknow)
🏢 HCLTech
📍 Lucknow