Daily Activities:

• Manage user accounts across applications running on various platforms (e.g. Windows, Active Directory, Exchange)
• Create and administer LAN accounts, Global Groups, email accounts for new users
• Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)
• Standardize network resources as per client requirements and grant permissions on them
• Set up servers as per the client standards and grant permissions on them
• Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way
• Perform a role of a System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
• Perform development and maintenance of Knowledge Base for the User Account Maintenance Procedures

Soft Skills:

• Good communication and conversation skills (both verbal and written)
• Fluent English (min B2) is a must-have and any other language at a B2/C1 level (DUTCH, ENGLISH, FRENCH, GERMAN, GREEK, NORWEGIAN, PORTUGUESE - BRAZILIAN, PORTUGUESE - PORTUGAL, SERBIAN),
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to ensure high level of customer satisfaction and acceptance
• Personal dedication to providing high quality service. Ability to finish what is started is a must
• Desire to reinforce HCL’s values and methodology
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
• Ability to acquire new information quickly and the willingness to do so at all times

Technical Requirements:

• Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)
• Understanding of ITIL processes
• Experience in UNIX/Mac enviroment
• Working knowledge of ticketing system for incident management
• Ability to define processes and implement them as per need
• Ability to conduct Root Cause Analysis
• Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone
• Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists
• Knowledge of VPN and remote dial-in users
• Knowledge of Active Directory, Windows operating system, both Server and Client, Mac OS;
• Knowledge of ITSM ticketing tools (e.g. Remedy, ServiceNow etc.)

Years of Experience:

• Total: 3-4 years of higher education (B.Sc. or diploma)
• Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems

Certification Requirements:

• MCP/MCSE/MCSA preferred
• ITIL knowledge especially on Service Desk, Incident, Problem, and Change Management preferred