Administrator - English, French, Microsoft Windows

Job Summary

Document all actions clearly in the designated ITSM tools. (BMC and SNOW)\\r\\n• Escalate incidents to Level 3 or specialized teams when required, with full technical context.\\r\\n• Perform Catch & Dispatch activities where HCL is not the resolving party, ensuring correct routing to Proximus or Thales teams.\\r\\n

Handle Level 2 escalations from L1 Service Desk related to workplace and DaaS services.\r\n• Perform in-depth technical analysis and resolution of complex incidents affecting:\r\no NATO REACH+ end-user devices hardware (laptops and docking stations)\r\no IGS SwIC troubleshooting and service request handling\r\no Device enrollment, configuration, and policy application on the IGS SwIS.\r\n• Ensure timely resolution in line with agreed SLAs and operational hours.\r\n

Key Responsibilities

Support day-to-day BAU operations for Devices as a Service (DaaS) \r\n• Troubleshoot issues related to:\r\no IGS SwIC deployment and recovery\r\no Device compliance and health\r\no Endpoint management tooling (IGS SwIS and MCM (SCCM) as applicable)\r\n• Coordinate corrective actions with Proximus engineering teams when issues extend beyond L2 scope\r\n• Validate and monitor correct operational status of the SwIS on a daily basis.\r\n

Skill Requirements

Strong experience in enterprise workplace support (Level 2).\r\n• Solid knowledge of:\r\no Windows endpoint environments\r\no Enterprise device lifecycle management\r\no Standard workplace tooling and policies\r\n• Experience working with structured ITSM processes (Incident, Problem, Change).\r\n• Quick learning ability to be able to administer the SwIS and SwIC devices.\r\n

Other Requirements

Know ledged in ITIL Process: