Administrator - English, French, Microsoft Windows
About this role
Job Summary
Job Description The role requires English language proficiency, as English is the primary support language.
Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services. • Perform in-depth technical analysis and resolution of complex incidents affecting: o NATO REACH+ end-user devices hardware (laptops and docking stations) o Device enrolment, configuration, and policy application on the IGS SwIS. • Ensure timely resolution in line with agreed SLAs and operational hours • Support day-to-day BAU operations for Devices as a Service (DaaS) o Device compliance and health o Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable) • Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope • Document all actions clearly in the designated ITSM tools. (BMC and SNOW) • Escalate incidents to Level 3 or specialized teams when required, with full technical context. • Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams. • Strong experience in enterprise workplace support (Level 2). o Enterprise device lifecycle management o Standard workplace tooling and policies • Experience working with structured ITSM processes (Incident, Problem, Change).
Key Responsibilities
Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services. • Perform in-depth technical analysis and resolution of complex incidents affecting: o NATO REACH+ end-user devices hardware (laptops and docking stations) o Device enrolment, configuration, and policy application on the IGS SwIS. • Ensure timely resolution in line with agreed SLAs and operational hours • Support day-to-day BAU operations for Devices as a Service (DaaS) o Device compliance and health o Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable) • Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope • Document all actions clearly in the designated ITSM tools. (BMC and SNOW) • Escalate incidents to Level 3 or specialized teams when required, with full technical context. • Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams. • Strong experience in enterprise workplace support (Level 2). o Enterprise device lifecycle management o Standard workplace tooling and policies • Experience working with structured ITSM processes (Incident, Problem, Change).
Skill Requirements
Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services. • Perform in-depth technical analysis and resolution of complex incidents affecting: o NATO REACH+ end-user devices hardware (laptops and docking stations) o Device enrolment, configuration, and policy application on the IGS SwIS. • Ensure timely resolution in line with agreed SLAs and operational hours • Support day-to-day BAU operations for Devices as a Service (DaaS) o Device compliance and health o Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable) • Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope • Document all actions clearly in the designated ITSM tools. (BMC and SNOW) • Escalate incidents to Level 3 or specialized teams when required, with full technical context. • Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams. • Strong experience in enterprise workplace support (Level 2). o Enterprise device lifecycle management o Standard workplace tooling and policies • Experience working with structured ITSM processes (Incident, Problem, Change).
Other Requirements
Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services. • Perform in-depth technical analysis and resolution of complex incidents affecting: o NATO REACH+ end-user devices hardware (laptops and docking stations) o Device enrolment, configuration, and policy application on the IGS SwIS. • Ensure timely resolution in line with agreed SLAs and operational hours • Support day-to-day BAU operations for Devices as a Service (DaaS) o Device compliance and health o Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable) • Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope • Document all actions clearly in the designated ITSM tools. (BMC and SNOW) • Escalate incidents to Level 3 or specialized teams when required, with full technical context. • Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams. • Strong experience in enterprise workplace support (Level 2). o Enterprise device lifecycle management o Standard workplace tooling and policies • Experience working with structured ITSM processes (Incident, Problem, Change).
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