Daily Activities:• Manage user accounts across applications running on various platforms (e.g. Windows, Active Directory, Exchange)• Create and administer LAN accounts, Global Groups, email accounts for new users• Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)• Standardize network resources as per client requirements and grant permissions on them• Set up servers as per the client standards and grant permissions on them• Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way• Perform a role of a System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping• Perform development and maintenance of Knowledge Base for the User Account Maintenance ProceduresSoft Skills:• Good communication and conversation skills (both verbal and written)• Fluent English (min B2) is a must-have and any other language at a B2/C1 level ( GERMAN), • Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations• Ability to ensure high level of customer satisfaction and acceptance• Personal dedication to providing high quality service. Ability to finish what is started is a must• Desire to reinforce HCL’s values and methodology• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared• Ability to acquire new information quickly and the willingness to do so at all timesTechnical Requirements:• Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)• Understanding of ITIL processes• Experience in UNIX/Mac enviroment• Working knowledge of ticketing system for incident management• Ability to define processes and implement them as per need• Ability to conduct Root Cause Analysis• Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone• Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists• Knowledge of VPN and remote dial-in users• Knowledge of Active Directory, Windows operating system, both Server and Client, Mac OS;• Knowledge of ITSM ticketing tools (e.g. Remedy, ServiceNow etc.) Years of Experience:• Total: 3-4 years of higher education (B.Sc. or diploma)• Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems Certification Requirements:• MCP/MCSE/MCSA preferred• ITIL knowledge especially on Service Desk, Incident, Problem, and Change Management preferred