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

Respond to calls and chats, log tickets, troubleshooting, resolve incidents and service requests

Skill Requirements

Fluent in English, troubleshooting knowledge on end user computing

Other Requirements

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

📌 Senior Administrator (Lucknow)
🏢 HCLTech
📍 Lucknow