Sr Administrator (Support & Operations)

Paris

France

We are seeking an IT Support Engineer to join our team at a client’s facility in Paris.

Important details

3 days/ week- Work from office (Client Location)
Language: French(C1) + English
Years of experience: 4-7 years

Job Description

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities.
• Escalate complex problem to appropriate support specialists.
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Participate in on-going training and departmental development.
• Routine maintenance updates with other IT staff and business units. Provide all required documentation including standards, configurations and diagrams.
• Provide knowledge transfer of EUC operations.

Technical Requirements

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:

Windows Operating systems

General Requirements

• Strong troubleshooting skills with a focus on efficient problem resolution
• Automation and standardization mindset
• Read, understand and adhere to established technical specifications and manuals
• Collaborate effectively with team members to achieve common goals
• Fluent in English, with the ability to communicate effectively with colleagues and partners in both written and verbal form
• Problem solver, curious, creative and analytical
• Proactive, responsible and methodical
• Having the power of initiative and driving force
• System thinking and holistic view
• Business-oriented mindset and ability to establish and maintain good relationships
• Presentation and pedagogical skills are a merit
• Excellent communication and conversation skills (Verbal and Written)
• Should have a great customer handling skill
• Good working knowledge of MS OFFICE (Including MS Project and Vision

Certification Requirements

• Knowledge of AAD, Windows 11/10 and all other Mobile based OS like Android, iOS etc.

1

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Sr Administrator (Support & Operations)

Job Summary
To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback. (1.) Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Business Line FT

INFRA

1590338BR

09-Sep-2025

General Manager

DWP-USS-SERVICE DESK