Overview
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, and we value an idea-first mindset that drives innovation and impact. We want you to find your spark and grow through fulfilling work and meaningful outcomes.
Responsibilities
* Provide Deskside / OSS / FSO technical support for Desktop PCs/Laptops, Tablets, Telephony, software applications, and related technology, aiming for a high level of customer satisfaction.
* Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
* Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems.
* Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues related to the environment.
* Provide 2nd line IT support to the business community ensuring requirements are met within agreed service levels.
* Manage customer tickets to ensure timely delivery of service, with regular user-facing updates.
* Provide infrastructure administration functions and on-site cover as part of shift arrangements.
* Provide support in line with contracted business working hours and site support in remote offices when required.
* Troubleshoot and resolve software issues; perform OS imaging/reimaging and related systems administration activities.
* Take ownership of issues through to resolution on all appropriate requests; categorize and prioritize tickets using a customer ticketing system and provide up-to-date status.
* Maintain regular customer interaction to adhere to SLAs and high levels of service; provide daily ticket updates to keep users informed.
* Move equipment in line with health and safety guidelines; perform asset inventory activities as needed.
* Provide end user training and guidance on hardware and software use; recommend and/or perform upgrades to end user devices.
* Operate effectively in both BAU and project-based environments requiring flexibility and teamwork; perform other duties as assigned.
Technical Skills
* Excellent skills in user IT infrastructure – desktops, laptops, printers, handhelds, smartphones, etc.
* Strong technical skills in Microsoft Windows 11, Office 365, Teams, Google, Service Now, and other well-known applications
* Administration experience of MS Active Directory users & groups, policies and management concepts
* Effective communication in English and/or local language
* Basic understanding of LAN technologies and hardware
* Ability to support technically video conferencing equipment
Business Skills
* Ability to interact with customers to ensure polite, efficient, and responsive service
* Self-starter with the ability to work on own initiative
* Analytical approach to issue resolution
* Minimum of 3 years’ experience
Desired Experience
* At least 3+ years of experience in the field or related area
* Experience with Desktops, Workstations, Notebooks, and Printers
* Collaboration experience including remote control of PCs and video conferencing
* Deliverables to include run and maintain support and hands-on assistance for IT infrastructure projects/upgrades (workstations)
* Strong Microsoft Office skills (Outlook, Word, Excel)
* Understanding of Outlook calendaring and Teams
* Strong customer service skills and ability to provide consistent, excellent support to staff at various levels
* Strong written and verbal communication skills; detail-oriented and self-motivated
Benefits
* A supportive, diverse and global team with a brilliant culture.
* Competitive compensation and benefits including up to 20 days’ vacation per year; various insurances such as Term life and Business Travel insurance. Benefits are in addition to statutory entitlements and governed by internal policy.
* Great opportunities to own the role, upskill, and participate in exciting projects.
* Total Wellbeing focus; opportunities to contribute to CSR, Diversity, Women Connect, Sparks, and other initiatives.
* To know more about us visit – www.hcltech.com
For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.
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