Senior administrator - network lan/wan

Skills: Network Data

No. of positions: 1

HCLTech is a global technology company, spread 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. We are powered by our people-a global, diverse, multi generational talent representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem solving. Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere-our clients, partners, their stakeholders, communities and the planet. We are deeply focused on accelerating our ESG agenda, creating technology enabled sustainable solutions with and for our clients and partners, embedding ESG imperatives into every aspect of our business, and ensuring that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

The Sr Administrator for Support & Operations plays a critical role in delivering advanced technical support and operational excellence within the Data LAN/WAN domain. This position focuses on troubleshooting, root cause analysis and implementing solutions to ensure optimal performance and security, ultimately enhancing customer satisfaction and feedback.

• Adhere to quality standards and regulatory requirements by implementing best practices in LAN/WAN management and support operations to ensure compliance with company policies.
• Provide advanced support for complex incidents escalated by analysts, performing root cause analysis and implementing effective solutions to resolve intricate technical and security issues.
• Engage in value adding activities such as updating and managing the knowledge base, training new team members and coaching analysts to enhance overall team performance.
• Resolve complex service tickets within agreed SLAs by collaborating with cross functional support teams, ensuring seamless operations and robust security posture.
• Ensure a positive customer experience by achieving first call resolution, minimizing rejected resolutions and case reopenings, while proactively mitigating potential security threats.

• Advanced proficiency in Data LAN/WAN technologies and troubleshooting techniques.
• Strong analytical skills for performing root cause analysis and resolving complex technical issues.
• Excellent communication skills for effective collaboration with team members and stakeholders.
• Familiarity with IT service management tools and ticketing systems.

• Optional but valuable: Cisco Certified Network Associate (CCNA)
• Optional but valuable: Comptia Network+ Certification