Your responsibilities

• 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

Our requirements

• Soft Skills:
• • Good communication and conversation skills (both verbal and written)
• • Fluent Spanish, Portugese and English, any other European language nice to have
• • 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 environment
• • 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, Exchange 2003/2007, Windows operating systems (servers: Windows 2000, Windows 2003, Windows 2008; clients: Windows7, Windows Vista, Windows XP, Windows 2000), Mac OS, OS X
• • Knowledge of ITSM ticketing tools (e.g. Remedy, HP Service Center, Peregrine Service Center, SNOW)
• 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 of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Technologies we use

What we offer

• • Life insurance
• • Private healthcare
• • MultiSport Card
• • Clear career path in a growing multinational organization