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We are a $13+ billion global technology company, home to more than 224,000 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.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments — no matter how big or small — can be traced back to an idea’s single spark.
It’s that spark — that inner drive — that sets our people apart from our competitors. It enables us not just to pull off game-changing feats but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more, and ultimately, be more fulfilled.
This position provides technical support for staff with desktop PCs/Laptops, applications, and related technology, aiming for high customer satisfaction. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities involve interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
Note: Must have a full UK driving licence and be willing to travel.
Main Responsibilities:
1. Test, identify, prepare, repair, resolve, and document end-user technical issues related to Desktop support, including devices like Desktop PCs, Micro PCs, Thin Clients, Laptops, Tablets, Smartphones, Printers, MFDs, and basic network connectivity.
2. Provide 2nd line IT support to the business community, ensuring all requirements are met within the service level agreement.
3. Perform infrastructure administration functions.
4. Provide on-site support as part of a shift arrangement.
5. Support inline with contracted business hours.
6. Assist remote offices with site support when required.
7. Work out of hours as needed.
8. Troubleshoot and resolve software issues; reimage computers/hard drives; backup and restore settings; perform systems administration activities.
9. Own issues through to resolution on all requests.
10. Use a customer ticketing system to categorize, prioritize, and track support requests, providing regular updates.
11. Maintain high levels of customer service through regular interaction and updates.
12. Move equipment related to service requests following health and safety guidelines.
13. Perform asset inventory activities as needed.
14. Provide end-user training and guidance on hardware and software use.
15. Recommend and perform upgrades to end-user devices.
16. Work flexibly in BAU and project environments, collaborating effectively.
17. Perform other duties as assigned.
Technical Skills:
1. Strong skills in Microsoft Windows 10, Office 365, Teams, Google, Service Now, and other applications.
2. Experience in MS Active Directory management, including users, groups, and policies.
3. Effective communication skills in English and local languages are mandatory.
Business Skills:
1. Ability to interact politely, efficiently, and responsively with customers.
2. Self-motivated with the ability to work independently.
3. Analytical problem-solving skills.
4. Minimum of 3 years’ relevant experience.
Desired Experience:
1. At least 4+ years of experience in the field or related areas.
2. Experience with Desktops, Workstations, Notebooks, and Printers.
3. Knowledge of remote control of PCs and video conferencing.
4. Experience supporting IT infrastructure projects and upgrades.
5. Strong Microsoft Office skills (Outlook, Word, Excel).
6. Understanding of Outlook calendaring and Teams.
7. Excellent customer support skills across various personality types and management levels.
8. Strong written and verbal communication skills in English.
9. Attention to detail and self-motivation.
10. Background security check required.
We offer a supportive, diverse, and global team culture with competitive benefits, including up to 20 days of vacation, various insurances, and opportunities for professional growth and involvement in exciting projects. We focus on total wellbeing and encourage participation in CSR, diversity, and engagement initiatives. To learn more, visit – www.hcltech.com
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