HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 150,000+ ‘Ideapreneurs’ working in 46 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. HCL generated consolidated revenues of USD 9.94 billion for 12 Months Ended 31st March, 2020.
We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, to help enterprises reimagine their businesses for the digital age.
HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 35 customers in 18 different languages.
Due to our growing business needs we are looking for:
Responsibilities:
- Managing user account across applications running on various platforms like Windows, Active Directory, Exchange
- To create and administer LAN accounts of the users
- To create and administer various shared resources e.g. Distribution Lists, Directories
- To provide permissions to the user as required by them
- To Standardize the network resources as per the client requirement
- Ensure that the customer has the appropriate access to the tools to support the business in an efficient way
- System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
- Create E-mail account for the users and administer them
- Grant permissions on various network resources available to users
- Creation and administration of Global groups
- Creation and modification of exchange resources like Distribution Lists, Shared E-mail account,
- Shared Calendar and Conference Rooms
- Creation of New Directories as per the customer guidelines and grant permissions on them<
- Setting up servers as per the client standards and granting permissions on them
- Perform development and maintenance of knowledge Base for the User Account Maintenance Processes
Technical Requirements
- Working knowledge of applications running across multiple platforms like Windows, Exchange etc.
- Understand of ITIL processes
- Experience in UNIX/Mac environment
- Working knowledge of Ticketing system for Incident management
- Defining processes and implementing them as per need.
- Analytical and Root cause analysis
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- VPN and remote dial-in users
- Servers: Windows 2000, Windows 2003, Windows 2008
- Knowledge of Active Directory, Exchange 2003/2007
- Windows Operating systems, Mac OS
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000, OS X
- Knowledge of ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, SNOW
Soft Skills
- Good communication and conversation skills (Verbal and Written)
- Fluent Italian and English (min C1), any other European language nice to have
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL’s value and its methodology
Other Skills / Experience
- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
- Ability to learn new information quickly and the willingness to do so at all times
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
Years of Experience
- Total: 3-4 yrs of University education post High school (B.Sc. or Diploma)
- Relavant: 2 - 3+ years of help desk/desk side, customer service, and support experience with problem solving involving hardware,
Certification requirements
- Preffered MCP/MCSE/MCSA
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Education requirements
- Bachelors / Masters / Equivalent
We offer:
- Life insurance
- Private health insurance
- MultiSport Card
- Lunch & leisure vouchers
- Clear career path in a growing multinational organization