Support Lead - IT Operations
Remote • Posted 7 hours ago • Updated 7 hours agoFull Time
Remote
To define
HCL America Inc.
Fitment
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Job Details
Skills
- Pay and Benefits Pay Range Minimum: $61
- 000 per year  Pay Range Maximum: $155
- 000 per year HCLTech is an equal opportunity employer
- committed to providing equal employment opportunities to all applicants and employees regardless of race
- religion
- sex
- color
- age
- national origin
- pregnancy
- sexual orientation
- physical disability or genetic information
- military or veteran status
- or any other protected classification
- in accordance with federal
- state
- and/or local law. Should any applicant have concerns about discrimination in the hiring process
- they should provide a detailed report of those concerns to secure@hcltech.com for investigation. Compensation and Benefits A candidate’s pay within the range will depend on their work location
- skills
- experience
- education
- and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition
- this role is eligible for the following benefits subject to company policies: medical
- dental
- vision
- pharmacy
- life
- accidental death & dismemberment
- and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
Summary
At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.
Job Summary
Application Support & Systems Administrator responsible for managing, supporting, and maintaining mission critical healthcare facility systems including CCTV/VMS platforms (Genetec, Avigilon, Victor), access control/badging systems (ProWatch, WinPak), the Desigo building automation system, and pneumatic tube transport ensuring high availability, security, compliance, and operational continuity through L2 support, system administration, vendor coordination, and ITIL based incident/change management.
Key Responsibilities
Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Advanced Diagnostic Tools To Ensure Timely Resolution And Minimize Customer Impact.
Conduct Hands-On Root Cause Analysis For Critical Issues, Utilizing Data Analysis And Performance Metrics To Identify Underlying Problems And Recommend Actionable Solutions.
Implement Preventive Measures To Address Identified Issues, Leveraging Best Practices To Reduce Future Defects And Improve Overall Product Reliability.
Provide Technical Assistance And Mentorship To Team Members In Resolving
Customer Issues, Sharing Expertise In Product Features And Support Methodologies To Enhance Team Capabilities.
Execute Continuous Improvement Activities By Analyzing Team Performance Metrics, Identifying Areas For Enhancement, And Leading Initiatives That Improve Support Processes And Customer Satisfaction.
Skill Requirements
Strong understanding of networking fundamentals (TCP/IP, VLANs, routing, switching, firewalls).
Hands-on experience with Windows Server administration including patching, services, GPOs, and user/role management with a good understanding of SSL certificate management, encryption concepts, and secure communication protocols.
Strong troubleshooting skills across application, server, hardware, and network layers.
Experience with physical security systems (CCTV, access control, sensors) at an application and infrastructure level.
Familiarity with building automation and facility systems (HVAC, alarms, controllers).
Ability to manage vendor coordination, escalations, maintenance planning, and SLA adherence.
Knowledge of ITIL processes (incident, problem, and change management).
Strong documentation, communication, and cross team collaboration skills.
Other Requirements
ITIL Foundation Certification (Optional But Valuable).
Relevant Product Support Or Technical Support Certifications (Optional But Valuable).
Job Summary
Application Support & Systems Administrator responsible for managing, supporting, and maintaining mission critical healthcare facility systems including CCTV/VMS platforms (Genetec, Avigilon, Victor), access control/badging systems (ProWatch, WinPak), the Desigo building automation system, and pneumatic tube transport ensuring high availability, security, compliance, and operational continuity through L2 support, system administration, vendor coordination, and ITIL based incident/change management.
Key Responsibilities
Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Advanced Diagnostic Tools To Ensure Timely Resolution And Minimize Customer Impact.
Conduct Hands-On Root Cause Analysis For Critical Issues, Utilizing Data Analysis And Performance Metrics To Identify Underlying Problems And Recommend Actionable Solutions.
Implement Preventive Measures To Address Identified Issues, Leveraging Best Practices To Reduce Future Defects And Improve Overall Product Reliability.
Provide Technical Assistance And Mentorship To Team Members In Resolving
Customer Issues, Sharing Expertise In Product Features And Support Methodologies To Enhance Team Capabilities.
Execute Continuous Improvement Activities By Analyzing Team Performance Metrics, Identifying Areas For Enhancement, And Leading Initiatives That Improve Support Processes And Customer Satisfaction.
Skill Requirements
Strong understanding of networking fundamentals (TCP/IP, VLANs, routing, switching, firewalls).
Hands-on experience with Windows Server administration including patching, services, GPOs, and user/role management with a good understanding of SSL certificate management, encryption concepts, and secure communication protocols.
Strong troubleshooting skills across application, server, hardware, and network layers.
Experience with physical security systems (CCTV, access control, sensors) at an application and infrastructure level.
Familiarity with building automation and facility systems (HVAC, alarms, controllers).
Ability to manage vendor coordination, escalations, maintenance planning, and SLA adherence.
Knowledge of ITIL processes (incident, problem, and change management).
Strong documentation, communication, and cross team collaboration skills.
Other Requirements
ITIL Foundation Certification (Optional But Valuable).
Relevant Product Support Or Technical Support Certifications (Optional But Valuable).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: hcl001APP
- Position Id: 57898-44000666
- Posted 7 hours ago
Company Info
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 March 2025 totaled $13.8 billion.
We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America. Out of the 26 countries, HCLTech is ranked number one in 15 countries.
These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark.
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