Lead Administrator (Support &Operations)
About this role
Job Summary
Job Description (JD) – Field Support Engineer
We are seeking a customer-focused and technically proficient Field Support Engineer to provide onsite IT support services for end-user computing environments. The role involves installation, configuration, troubleshooting, maintenance, and lifecycle management of desktops, laptops, mobile devices, peripherals, and workplace technologies while ensuring adherence to service levels and customer satisfaction.
The Field Support Engineer acts as the primary point of contact for onsite IT issues and collaborates with Service Desk, Infrastructure, Network, Security, and Application Support teams to deliver seamless support services. The role aligns with modern field support models including deskside support, break-fix services, IMACD activities, and digital workplace services. [Zero Touch...de support | PDF], [Field Serv...al Devices | PowerPoint]
Key Responsibilities
End User Support
- Provide onsite deskside support for hardware and software issues.
- Troubleshoot desktops, laptops, docking stations, monitors, printers, scanners, and peripherals.
- Resolve incidents and service requests within agreed SLAs.
- Support Microsoft Windows and Microsoft 365 environments.
- Assist users with Teams, Outlook, OneDrive, SharePoint, and Office applications.
Hardware and Asset Management
- Perform break-fix activities for IT equipment.
- Execute IMACD activities (Install, Move, Add, Change, Decommission).
- Maintain asset inventory, warranty information, and device lifecycle records.
- Coordinate hardware replacements and vendor escalations.
User Administration
- Create, modify, and manage user accounts.
- Support Active Directory and Azure AD administration.
- Perform password resets and access provisioning.
- Assist with MFA enrollment and identity-related issues.
Workplace Technology Support
- Support meeting room technologies and collaboration tools.
- Troubleshoot audio/video conferencing systems.
- Configure and maintain workplace devices and peripherals.
Incident & Request Management
- Log and manage incidents through ITSM tools.
- Perform root cause analysis for recurring issues.
- Escalate complex issues to Level 2/Level 3 teams.
- Provide timely updates to users and stakeholders.
Documentation & Knowledge Management
- Maintain technical documentation and standard operating procedures.
- Update knowledge articles and troubleshooting guides.
- Contribute to continuous service improvement initiatives.
Required Technical Skills
Operating Systems
- Windows 10/11 Administration
- macOS Support (preferred)
- Basic Linux knowledge
Microsoft Technologies
- Microsoft 365
- Microsoft Teams
- Outlook
- OneDrive
- SharePoint
- Intune
- Azure Active Directory
Endpoint Management
- SCCM / MECM
- Microsoft Intune
- Device Imaging and Deployment
- Patch Management
Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi Troubleshooting
- LAN Connectivity
ITSM Tools
- ServiceNow
- Remedy
- Jira Service Management
- BMC Helix
Hardware Support
- Desktop and Laptop Troubleshooting
- Printer Support
- Mobile Device Support (iOS/Android)
- Peripheral Device Configuration
Soft Skills
- Excellent customer service orientation
- Strong verbal and written communication
- Problem-solving and analytical thinking
- Ability to work independently in remote locations
- Time management and prioritization skills
- Team collaboration and stakeholder management
- Adaptability and willingness to travel between sites
Key Responsibilities
Job Description (JD) – Field Support Engineer
We are seeking a customer-focused and technically proficient Field Support Engineer to provide onsite IT support services for end-user computing environments. The role involves installation, configuration, troubleshooting, maintenance, and lifecycle management of desktops, laptops, mobile devices, peripherals, and workplace technologies while ensuring adherence to service levels and customer satisfaction.
The Field Support Engineer acts as the primary point of contact for onsite IT issues and collaborates with Service Desk, Infrastructure, Network, Security, and Application Support teams to deliver seamless support services. The role aligns with modern field support models including deskside support, break-fix services, IMACD activities, and digital workplace services. [Zero Touch...de support | PDF], [Field Serv...al Devices | PowerPoint]
Key Responsibilities
End User Support
- Provide onsite deskside support for hardware and software issues.
- Troubleshoot desktops, laptops, docking stations, monitors, printers, scanners, and peripherals.
- Resolve incidents and service requests within agreed SLAs.
- Support Microsoft Windows and Microsoft 365 environments.
- Assist users with Teams, Outlook, OneDrive, SharePoint, and Office applications.
Hardware and Asset Management
- Perform break-fix activities for IT equipment.
- Execute IMACD activities (Install, Move, Add, Change, Decommission).
- Maintain asset inventory, warranty information, and device lifecycle records.
- Coordinate hardware replacements and vendor escalations.
User Administration
- Create, modify, and manage user accounts.
- Support Active Directory and Azure AD administration.
- Perform password resets and access provisioning.
- Assist with MFA enrollment and identity-related issues.
Workplace Technology Support
- Support meeting room technologies and collaboration tools.
- Troubleshoot audio/video conferencing systems.
- Configure and maintain workplace devices and peripherals.
Incident & Request Management
- Log and manage incidents through ITSM tools.
- Perform root cause analysis for recurring issues.
- Escalate complex issues to Level 2/Level 3 teams.
- Provide timely updates to users and stakeholders.
Documentation & Knowledge Management
- Maintain technical documentation and standard operating procedures.
- Update knowledge articles and troubleshooting guides.
- Contribute to continuous service improvement initiatives.
Required Technical Skills
Operating Systems
- Windows 10/11 Administration
- macOS Support (preferred)
- Basic Linux knowledge
Microsoft Technologies
- Microsoft 365
- Microsoft Teams
- Outlook
- OneDrive
- SharePoint
- Intune
- Azure Active Directory
Endpoint Management
- SCCM / MECM
- Microsoft Intune
- Device Imaging and Deployment
- Patch Management
Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi Troubleshooting
- LAN Connectivity
ITSM Tools
- ServiceNow
- Remedy
- Jira Service Management
- BMC Helix
Hardware Support
- Desktop and Laptop Troubleshooting
- Printer Support
- Mobile Device Support (iOS/Android)
- Peripheral Device Configuration
Soft Skills
- Excellent customer service orientation
- Strong verbal and written communication
- Problem-solving and analytical thinking
- Ability to work independently in remote locations
- Time management and prioritization skills
- Team collaboration and stakeholder management
- Adaptability and willingness to travel between sites
Skill Requirements
Job Description (JD) – Field Support Engineer
We are seeking a customer-focused and technically proficient Field Support Engineer to provide onsite IT support services for end-user computing environments. The role involves installation, configuration, troubleshooting, maintenance, and lifecycle management of desktops, laptops, mobile devices, peripherals, and workplace technologies while ensuring adherence to service levels and customer satisfaction.
The Field Support Engineer acts as the primary point of contact for onsite IT issues and collaborates with Service Desk, Infrastructure, Network, Security, and Application Support teams to deliver seamless support services. The role aligns with modern field support models including deskside support, break-fix services, IMACD activities, and digital workplace services. [Zero Touch...de support | PDF], [Field Serv...al Devices | PowerPoint]
Key Responsibilities
End User Support
- Provide onsite deskside support for hardware and software issues.
- Troubleshoot desktops, laptops, docking stations, monitors, printers, scanners, and peripherals.
- Resolve incidents and service requests within agreed SLAs.
- Support Microsoft Windows and Microsoft 365 environments.
- Assist users with Teams, Outlook, OneDrive, SharePoint, and Office applications.
Hardware and Asset Management
- Perform break-fix activities for IT equipment.
- Execute IMACD activities (Install, Move, Add, Change, Decommission).
- Maintain asset inventory, warranty information, and device lifecycle records.
- Coordinate hardware replacements and vendor escalations.
User Administration
- Create, modify, and manage user accounts.
- Support Active Directory and Azure AD administration.
- Perform password resets and access provisioning.
- Assist with MFA enrollment and identity-related issues.
Workplace Technology Support
- Support meeting room technologies and collaboration tools.
- Troubleshoot audio/video conferencing systems.
- Configure and maintain workplace devices and peripherals.
Incident & Request Management
- Log and manage incidents through ITSM tools.
- Perform root cause analysis for recurring issues.
- Escalate complex issues to Level 2/Level 3 teams.
- Provide timely updates to users and stakeholders.
Documentation & Knowledge Management
- Maintain technical documentation and standard operating procedures.
- Update knowledge articles and troubleshooting guides.
- Contribute to continuous service improvement initiatives.
Required Technical Skills
Operating Systems
- Windows 10/11 Administration
- macOS Support (preferred)
- Basic Linux knowledge
Microsoft Technologies
- Microsoft 365
- Microsoft Teams
- Outlook
- OneDrive
- SharePoint
- Intune
- Azure Active Directory
Endpoint Management
- SCCM / MECM
- Microsoft Intune
- Device Imaging and Deployment
- Patch Management
Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi Troubleshooting
- LAN Connectivity
ITSM Tools
- ServiceNow
- Remedy
- Jira Service Management
- BMC Helix
Hardware Support
- Desktop and Laptop Troubleshooting
- Printer Support
- Mobile Device Support (iOS/Android)
- Peripheral Device Configuration
Soft Skills
- Excellent customer service orientation
- Strong verbal and written communication
- Problem-solving and analytical thinking
- Ability to work independently in remote locations
- Time management and prioritization skills
- Team collaboration and stakeholder management
- Adaptability and willingness to travel between sites
Other Requirements
Job Description (JD) – Field Support Engineer
We are seeking a customer-focused and technically proficient Field Support Engineer to provide onsite IT support services for end-user computing environments. The role involves installation, configuration, troubleshooting, maintenance, and lifecycle management of desktops, laptops, mobile devices, peripherals, and workplace technologies while ensuring adherence to service levels and customer satisfaction.
The Field Support Engineer acts as the primary point of contact for onsite IT issues and collaborates with Service Desk, Infrastructure, Network, Security, and Application Support teams to deliver seamless support services. The role aligns with modern field support models including deskside support, break-fix services, IMACD activities, and digital workplace services. [Zero Touch...de support | PDF], [Field Serv...al Devices | PowerPoint]
Key Responsibilities
End User Support
- Provide onsite deskside support for hardware and software issues.
- Troubleshoot desktops, laptops, docking stations, monitors, printers, scanners, and peripherals.
- Resolve incidents and service requests within agreed SLAs.
- Support Microsoft Windows and Microsoft 365 environments.
- Assist users with Teams, Outlook, OneDrive, SharePoint, and Office applications.
Hardware and Asset Management
- Perform break-fix activities for IT equipment.
- Execute IMACD activities (Install, Move, Add, Change, Decommission).
- Maintain asset inventory, warranty information, and device lifecycle records.
- Coordinate hardware replacements and vendor escalations.
User Administration
- Create, modify, and manage user accounts.
- Support Active Directory and Azure AD administration.
- Perform password resets and access provisioning.
- Assist with MFA enrollment and identity-related issues.
Workplace Technology Support
- Support meeting room technologies and collaboration tools.
- Troubleshoot audio/video conferencing systems.
- Configure and maintain workplace devices and peripherals.
Incident & Request Management
- Log and manage incidents through ITSM tools.
- Perform root cause analysis for recurring issues.
- Escalate complex issues to Level 2/Level 3 teams.
- Provide timely updates to users and stakeholders.
Documentation & Knowledge Management
- Maintain technical documentation and standard operating procedures.
- Update knowledge articles and troubleshooting guides.
- Contribute to continuous service improvement initiatives.
Required Technical Skills
Operating Systems
- Windows 10/11 Administration
- macOS Support (preferred)
- Basic Linux knowledge
Microsoft Technologies
- Microsoft 365
- Microsoft Teams
- Outlook
- OneDrive
- SharePoint
- Intune
- Azure Active Directory
Endpoint Management
- SCCM / MECM
- Microsoft Intune
- Device Imaging and Deployment
- Patch Management
Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi Troubleshooting
- LAN Connectivity
ITSM Tools
- ServiceNow
- Remedy
- Jira Service Management
- BMC Helix
Hardware Support
- Desktop and Laptop Troubleshooting
- Printer Support
- Mobile Device Support (iOS/Android)
- Peripheral Device Configuration
Soft Skills
- Excellent customer service orientation
- Strong verbal and written communication
- Problem-solving and analytical thinking
- Ability to work independently in remote locations
- Time management and prioritization skills
- Team collaboration and stakeholder management
- Adaptability and willingness to travel between sites
Frequently Asked Questions
Is the salary disclosed for the Lead Administrator (Support &Operations) position at HCLTech?
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