HCLTech is a global technology company, home to more than 226,000+ 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 of US $14.5B for 12 months ending December 2025.

We are looking for a Senior IT Support Specialist (L2) to join our team!

The L2 Senior Support Specialist provided by HCLTech delivers second-line operational support for secure workplace and Devices as a Service (DaaS) environments. The role focuses on advanced incident resolution, problem analysis, and operational support for end-user computing hardware and secure workplace platforms within a restricted environment. The support specialist operates within a defined BAU support scope and does not own or modify core security or integrity layers, which remain under the responsibility of designated platform owners, as per the agreed operating model and RACI.

Key Responsibilities Incident & Service Request Management:

• Handle Level 2 escalations from the Level 1 Service Desk related to workplace and DaaS services.
• Perform in-depth technical analysis and resolution of complex incidents affecting:
• End-user device hardware (laptops, peripherals, docking stations)
• Secure workplace client platforms (troubleshooting and service requests)
• Device enrollment, configuration, and policy application on secure management platforms
• Ensure timely resolution in line with agreed SLAs and operational hours.

Workplace & DaaS Support:

• Support day-to-day BAU operations for Devices as a Service (DaaS).
• Troubleshoot issues related to:
• Secure client deployment and recovery
• Device compliance and endpoint health
• Endpoint and device management tooling (e.g., enterprise configuration and management platforms)
• Coordinate corrective actions with platform engineering teams when issues extend beyond Level 2 scope.
• Validate and monitor the correct operational status of secure management platforms on a daily basis.

Problem Management & Root Cause Analysis:

• Participate in problem investigations and root cause analysis for recurring or major incidents.
• Propose corrective and preventive actions within the approved operational scope.
• Contribute to operational reporting and service improvement initiatives.

Change & Release Support:

• Support validated and approved changes to the workplace environment.
• Execute operational tasks related to releases, updates, and standard changes, following formal change management procedures.
• Validate changes in cooperation with platform owners and other involved service providers.

Ticketing & Escalation:

• Document all activities clearly in designated ITSM tools (e.g., ServiceNow, BMC).
• Escalate incidents to Level 3 or specialist teams when required, providing full technical context.
• Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to the appropriate resolver groups.

Required Skills & Experience Technical Skills:

• Strong experience in enterprise workplace support (Level 2).
• Solid knowledge of:
• Windows endpoint environments
• Enterprise device lifecycle management
• Standard workplace tooling, configurations, and policies
• Experience working within structured ITSM processes (Incident, Problem, Change).
• Ability to quickly learn and operate secure device management platforms.

Security & Compliance:

• Ability to work in restricted or high-security environments.
• Strict adherence to security, access control, and data handling procedures.

Soft Skills:

• Structured and methodical troubleshooting approach.
• Clear technical communication and documentation skills.
• Ability to operate effectively in a multi-vendor, multi-stakeholder environment.

Reporting & Collaboration:

• Operates under the HCL service delivery organization.
• Works in close coordination with internal engineering teams and external service providers, as applicable.
• Follows agreed governance, escalation, and communication models.

Location & Service Model:

• Service delivered from HCLTech secure office location.
• Support provided during agreed service windows.

What we offer:

• Food vouchers and social benefits package
• Opportunity for career progression
• Young and vibrant team environment
• Competitive salary
• Professional on-boarding and on-going trainings

Are you willing to build up your career with us? - We’ll be happy to receive your resume in English!

• Your personal data is secure with us.
• * Only candidates selected for interview will be contacted

HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the “Notice”) outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as “HCLTech”, “us,” “our”, or “we”] will process your Personal Data in accordance with applicable privacy legislation(s).