Overview
We are a global technology company with a strong presence in digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a global leader in the Tech and IT industry, driven by an idea-first mindset and a culture that aims to enable people to be better, more fulfilled, and to drive impact.
We invite you to find your spark and contribute to game-changing outcomes while making a positive impact on the world.
Responsibilities
* Adhering to SLAs.
* ITIL processes awareness and adherence to ITIL workflows.
* Reporting to the HCL Track Lead / Team Lead.
* Handling tickets/requests to troubleshoot reported problems and taking necessary steps to resolve those problems; troubleshooting technical issues.
* Ensuring IT processes are adhered to.
* Building and configuring shopfloor PCs and loading critical software.
* Setting up and troubleshooting printers/faxes/copiers/RF guns or phone equipment in offices.
* Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
* Coordinating with IT vendors to keep the site up and running.
* Proactively reporting IT-related issues, engaging and escalating to the right teams and stakeholders.
* Vendor coordination to resolve IT issues for IT and OT technologies.
* Communicating and updating stakeholders on critical items and issues related to IT.
* Being responsible for IT activities at the site.
* Executing IT-related projects and deliverables at the site.
* Driving critical issues at the site with the larger HCL team to ensure timely resolution with minimal downtime.
* Improving and maintaining customer and employee satisfaction.
* Performing asset inventory activities as needed.
* Creating documentation for processes and procedures of day-to-day work; creating knowledge base articles.
* Providing frontline customer support, including hardware and software troubleshooting and diagnosis.
Required Skills / Qualifications
* Minimum 7yrs hands-on dedicated experience as deskside/onsite support/local IT engineer.
* Strong Microsoft Operating System installation (Win10 / macOS) and troubleshooting skills.
* Experience providing hands-on support for network and data-center equipment/devices.
* Strong desktop support knowledge including hardware, software, and networking concepts.
* Strong knowledge of hardware concepts for desktops, laptops, printers, and handheld devices.
* Good knowledge of iOS, Android OS, and rugged devices (tablets and iPads).
* Knowledge of Windows image build processes and SCCM deployments.
* Good knowledge of SCCM, Intune, AD and JAMF.
* Knowledge of handling RF scanners and industrial label printers (e.g., Zebra).
* Hands-on knowledge of OT technology such as PLCs and manufacturing plant IT.
* Experience handling managed print services and corporate/network printers.
* Good understanding of audiovisual equipment and conference room setup.
* Understanding of user account creation for Active Directory, Exchange Mailboxes, and distribution lists.
* Experience with remote desktop connectivity applications (e.g., SMS, Bomgar, WebEx, Live Meeting, Windows native tools).
* Troubleshooting and assisting end users with mobile device setup, activations and performance issues; support knowledge for Handheld Android & iOS.
* Excellent communication and written skills, with good documentation abilities.
* Able to handle unforeseen situations and demonstrate a high level of adaptability.
* Knowledge of ITIL ticketing tools such as ServiceNow or BMC Remedy, and ITIL concepts (change, problem, incidents, and requests).
Additional Responsibility
* Might need to travel to other sites based on demand and requirements.
* On-call requirement for P1/Urgent issues outside regular support hours.
* Handle operations and customer requirements as per process and agreed SOW.
* Possible rotational shifts.
* Supportive, diverse, global team with a strong culture.
* Competitive compensation and benefits, including up to 20 days of vacation per year, various insurances, and country-specific statutory benefits. Benefits are governed by internal policies and applicable law.
* Great opportunities to own the role, upskill, and engage in exciting projects.
* Total Wellbeing focus; opportunities to engage with CSR, Diversity, and other employee communities.
* For more information about us, visit hcltech.com. For information on how we process personal data, refer to HCLTech’s Candidate Data Privacy Notice.
Job Details
* Seniority level: Associate
* Employment type: Contract
* Job function: Information Technology
* Industries: Information Services
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