Job Description

Job Description

• Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow).
• Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support.
• Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP.
• Support Microsoft 365 applications—Outlook, Teams, OneDrive, SharePoint—covering login errors, sync issues, and basic configuration.
• Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems.
• Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks.
• Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues.
• Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.
• Maintain clear and professional communication with end users and update tickets with accurate notes.
• Follow SOPs, adhere to security policies, and contribute to knowledge base improvements.
• Knowledge in identifying desktop, laptop, and printer issues.

Eligibility, Knowledge, Skills & Experience

• 1–5 years in a Service Desk or in an IT Support role.
• Strong knowledge of Windows 10/11, O365, Teams, Outlook, and general end-user troubleshooting.
• Phone support experience is mandatory.
• 3-4 yrs of university education post High school (B.Sc. or Diploma).
• A proactive mindset with the ability to make a meaningful impact.
• Customer focused with the eagerness to learn and grow continuously.
• Experience in Technical helpdesk or technical call center support is required.
• Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.
• Familiarity with ticketing tools like ServiceNow or Jira Service Management.
• Excellent communication, customer service capability, and problem-solving skills.
• Ability to follow processes and work in a structured SLA-driven environment.
• A competitive spirit with a drive to excel and willing to work in 24/7 operational environment.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

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