Desktop Support Technician

HCLTECH

HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in UK

Fluent in English.

Job Description:

Onsite Support Engineer

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

a) Desk side engineer for technical support for customers and their networked computers and peripherals

b) Interface with Senior Management, Company Board, Executives & VIP Users.

Principle Responsibilities

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
• IMACD function including installation and decommission
• Backing up and restoring user data, settings and associated systems administration activities
• Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
• Assist on Incident and Problem management activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
• Move equipment associated with escalated incidents and service requests
• Performing asset inventory activities as needed
• Recommends and/or performs upgrades on systems to ensure longevity
• Works with procurement staff to purchase hardware and software
• Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requests
• Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.
• Be available for Oncall support during afterhours as and when necessary for Priority 1 & 2 Incidents
• Adhere to ticket response and resolution SLA’s as agreed upon with the customer
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings. Desired experience on supporting Cisco, Avaya, Logitech or MS Teams Room
• Smart hands support for Rack & Stack of Server, Storage, Network & Firewall components
• Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & Cooling alerts, PDU’s, patch panel & structured cabling
• If necessary & required liaise with Third Party Vendors & support for resolving complex or OEM related issues

Desired Experience:

• At least 7-10 years of experience in the field or in a related area required
• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)
• Strong Microsoft Operating System installation and troubleshooting skills, experience on Mac OS is an added advantage
• Knowledge of Mobile OS like iOS, iPadOS & Android
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Strong Customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivated
• Background security check required
• High School Diploma or higher degree is preferred but not a showstopper for ideal candidate
• Comp TIA A+ or Apple Mac Certified Technician or Microsoft Certified Desktop Support Technician is desired
• Knowledge & usage of at least one or more ITSM tools like Service Now, Fresh Service etc. will be preferred
• Ready to travel & support in a 5-10 mile Campus Radius

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

To know more about us visit – www.hcltech.com