SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Description

SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Espoo, Uusimaa

Job Summary

Responsibilities :- · 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 circumventions. . 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 busi

Key Responsibilities

• English, Finnish 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 and MAC Operating systems · Clients: Windows10, Windows 11 · Support for laptop, desktops, and printers · Knowledge of Active Directory, and Azure AD · ITSM ticketing tools such as Remedy, ServiceNow · User account creation for Active Directory, Exchange Mailboxes, Distribution lists · Remote desktop connectivity applications like LogMeIn, Bomgar, WebEx, Live Meeting, and Windows Native tools · MS Office Suite : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio · Internet browsers (e.g. Explorer, Chrome, Firefox), · VPN and remote dial-in users

Skill Requirements

• Excellent communication and conversation skills (Verbal and Written) - English - Good documentation skills - Good working knowledge of MS OFFICE (Including MS Project and Visio) - 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 Requirements

• 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. · Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. · 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

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 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 June 2026 totaled $14.8 billion.