Chennai, Tamil Nadu
Job Summary
Handle escalated incidents from the Level 1 Service Desk team.
Resolve incidents and service requests within defined SLAs.
Provide Level 2 technical support through phone, email, chat, and remote desktop tools.
Log, track, and manage incidents using ServiceNow or other ITSM tools.
Troubleshoot and resolve issues related to Microsoft Windows 10/11 and Microsoft Office 365.
Provide technical support for Outlook, Teams, OneDrive, and Microsoft Office applications.
Troubleshoot Citrix Virtual Apps & Desktops issues, including session launch failures, profile loading issues, printer mapping, and application access problems.
Support VPN connectivity issues, including user authentication failures, MFA-related problems, network access, and remote connectivity troubleshooting.
Diagnose and resolve Remote Desktop Services (RDS) issues such as RDP login failures, disconnected sessions, session freezes, licensing issues, and remote application access.
Monitor and troubleshoot system performance issues, including slow boot, high CPU/RAM usage, disk space utilization, application slowness, and startup delays.
Perform Active Directory user administration, including password resets, account unlocks, group membership changes, and user provisioning/deprovisioning.
Troubleshoot client-side software installation, configuration, and update issues.
Resolve basic network connectivity issues involving DNS,



DHCP, TCP/IP, LAN/Wi-Fi, and printer connectivity.
Configure and support desktops, laptops, peripherals, and remote users.
Escalate complex incidents to Level 3 or infrastructure teams when required.
Document troubleshooting steps and maintain knowledge base articles.
Ensure compliance with ITIL processes, SOPs, and security policies.
Maintain accurate work logs and ensure timely ticket closure while meeting SLA targets.
Drive customer satisfaction by improving First Call Resolution (FCR), reducing ticket reopen rates, and maintaining quality standards.
Key Responsibilities

Key Skills

Service Desk L2 / IT Help Desk Support
ServiceNow or other ITSM tools
Microsoft Office 365 & Outlook
Active Directory
Citrix Virtual Apps & Desktops
VPN Support
Remote Desktop Services (RDS)
Windows 10/11 Administration
System Performance Troubleshooting
Basic Networking (DNS, DHCP, TCP/IP)
Remote Desktop Support
Incident & Problem Management
ITIL Foundation (preferred)
Excellent communication and customer support skills
Skill Requirements
Other Requirements
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📌 Administrator - English, French, Microsoft Windows (India)
🏢 HCLTech
📍 India