Administrator (Support & Operations)

This role requires a combination of technical expertise, effective communication, strong problem-solving skills, and a commitment to delivering high-quality field service support.

As an L2 Field Service Operations specialist, your detailed responsibilities include:

- Diagnose and resolve hardware and software issues reported by customers or identified through monitoring systems.

- Lead in-depth troubleshooting and resolution of complex hardware and software issues escalated from lower support tiers.

- Utilize advanced troubleshooting techniques to identify root causes and implement effective solutions.

- Conduct on-site visits to address complex technical issues that cannot be resolved remotely.

- Perform installations, upgrades, and maintenance of systems and equipment at client locations.

- Collaborate with L3 support teams to escalate and coordinate resolution for intricate issues.

- Create and maintain comprehensive documentation for troubleshooting procedures, solutions, and system configurations.

- Ensure accurate and up-to-date records of service activities, configurations, and customer interactions.

- Communicate effectively with customers, providing clear explanations of technical issues and solutions.

- Ensure a high level of customer satisfaction through prompt and effective problem resolution.

- Utilize remote access tools to troubleshoot and resolve issues when on-site visits are not feasible.

- Collaborate with customers to perform remote diagnostics and implement solutions.

- Identify opportunities for process optimization, automation, and efficiency improvements within the field service operations.

- Implement best practices to enhance the overall effectiveness of support services.

- Stay updated on industry trends and emerging technologies to enhance technical knowledge.

- Conduct thorough testing of solutions before implementation to ensure the stability and reliability of systems.

- Implement quality assurance measures to enhance overall service delivery.

- Demonstrate flexibility and adaptability to handle a variety of tasks and challenges in a dynamic field service environment.

- Train and mentor new field technicians on technical aspects, best practices, and procedures.

- Share knowledge and expertise to enhance the overall skill set of the support team.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll 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.