Job Specifications
We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centred around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
General Description
Responsibilities :-
Provide dedicated, white‑glove IT support to VIP users including executives, business leaders, and critical stakeholders.
Act as a single point of contact (SPOC) for VIP incidents and service requests until resolution.
Ensure strict adherence to VIP SLAs, including faster response, resolution, and escalation timelines.
Deliver concierge‑level support with minimal hand‑offs and clear, professional communication.
Handle high‑priority incidents (P1 / P2) with urgency, ownership, and accountability.
Proactively escalate issues to Tier‑2 / Tier‑3 / resolver groups while maintaining ownership and follow‑ups.
Remote support of end user devices including, but not limited to troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless), PDA and Smartphone support, printer support and peripheral management
Performing end user software installation, configuration, support, and troubleshooting on end user devices
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing, and providing up-to-date status and information to them utilizing ITSM ticketing tools such as Service Now
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
Resolve incidents and requests to meet standard mean time to resolve (MTTR), SLA, and CSAT metrics
Coordinating with other resolver groups to pass issues that cannot be handled remotely or at the Remote Desk level to other responsible teams for resolution
Performing other duties as assigned
Worked on remote support tools like Bomgar, LogMein etc
Technical Requirements
Disciplined, systematic problem-solving skills required.
Hands-on work experience with the following:
Clients: Windows10, Windows 11, MacOS
Servers: Windows Server 2019, 2016, 2012, 2012 R2
Knowledge of Active Directory
ITSM ticketing tools such as Remedy, HP Service Centre, Peregrine Service Centre
Remote desktop connectivity applications like SMS, LogMe In, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (O365, 2019, 2016, 2013): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
Internet browsers (e.g. Edge, Chrome, Safari, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
Mobile Devices: Androids, Apple Devices
Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Soft Skills
Communicate with VIP users in a calm, confident, and professional manner at all times.
Provide clear status updates, realistic timelines, and post‑resolution summaries.
Build strong working relationships with executives, admins, IT leadership, and infrastructure teams.
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Must be detail oriented and self-motivating
Should have a great customer handling skills
Able to handle unforeseen situations
High level of acceptance
Ability to provide consistent, excellent customer support to the client and HCL, representing a variety of personalities and management levels
Basic knowledge to support Mac and iOS devices
Can drive HCL’s value and its methodology
Other Skills / Experience
Exceptional communication, interpersonal, and customer‑handling skills
Ability to work under pressure with senior leadership expectations
High level of professionalism, discretion, and confidentiality
Ability to successfully provide hardware/software/network problem analysis and resolution support.
Personal dedication to providing high quality, superior service at all times. Ability to finish what is started
About the Company
HCLTech is a global technology company, home to more than 220,000 people 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. Consolidated revenues as of 12 months ending Dece...
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