Shift Lead (Support & Operations)

Job Description

Shift Lead (Support & Operations)

Nagpur, Maharashtra

Job Summary

Role Summary The RemoteXpert Engineer will provide advanced remote technical support to end users, with strong ownership of incidents and service requests that require deeper troubleshooting beyond Service Desk/L1 capabilities. The focus is on maximizing remote resolution, minimizing onsite dispatch, and providing a high-quality end-user experience.

Key Responsibilities

Key Responsibilities Provide L2 remote technical support for end-user computing issues. Own and resolve incidents and service requests escalated from Service Desk/L1 teams. Perform advanced troubleshooting of: Windows operating systems Microsoft 365 applications Outlook and Teams VPN and network connectivity Active Directory and access issues Software installation and application issues Printers and peripherals Mobile devices Hardware and endpoint issues Perform remote diagnosis and resolution before considering onsite/field-support intervention. Troubleshoot user profiles, application performance, authentication, configuration, and endpoint-related issues. Perform software installations, upgrades, configuration changes, and remediation activities. Work with L3/engineering teams for issues requiring product or infrastructure-level intervention. Ensure escalations include detailed troubleshooting, logs, error information, and actions already performed. Perform root-cause analysis for recurring end-user issues and recommend corrective actions. Maintain accurate incident documentation and ensure SLA adherence. Identify opportunities for ticket deflection, automation, knowledge improvement, and remote resolution enhancement. Create and maintain technical knowledge articles and troubleshooting guides. Provide technical guidance to L1/Service Desk engineers. Collaborate with EUC, Network, IAM, Messaging, Endpoint, and application support teams.

Skill Requirements

Required Technical Skills Strong hands-on troubleshooting of Windows desktops/laptops. Good knowledge of Microsoft 365, Outlook and Teams. Working knowledge of Active Directory, Group Policy, user accounts and access management. Good understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN and basic network troubleshooting. Experience troubleshooting enterprise applications and software installations. Knowledge of endpoint hardware, drivers, printers and peripherals. Experience with remote-support tools and enterprise ticketing systems. Good understanding of ITIL Incident, Request, Problem and Change Management. Basic knowledge of scripting/PowerShell is desirable. Ability to analyze logs, error messages and system behavior for effective troubleshooting.

Other Requirements

Experience Suggested profile: 4-7 years of relevant experience in EUC, Desktop Support, Remote Support or L2 Technical Support. Key Competencies Strong remote troubleshooting Incident ownership Analytical/problem-solving skills Customer orientation SLA and priority management Effective communication Cross-functional collaboration Knowledge sharing and L1 guidance

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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 230,000 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 September 2026 totaled $14.8 billion.