HCLTech is a globally recognized leader in the Tech and IT industry, delivering industry‑leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
Candidate should have valid authorization to work in the UK.
Responsibilities
* Adhering to SLAs.
* ITIL Processes awareness and adhering to ITIL process workflow.
* Reporting to the HCL Track Lead / Team Lead.
* Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
* Ensuring that the IT processes are adhered to.
* Building and configuring PCs and laptops as well as loading software, Setup applications like Outlook, Wi‑Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
* Tracking work tickets on ITIL based ticketing system like ServiceNow.
* Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
* Performing repairs on computers, laptops, printers and any other authorized peripheral equipment.
* Coordinating with IT vendors and ensuring the site is up and running.
* Driving critical issues at site with larger HCL team ensuring timely resolution with minimal downtime at site.
* 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 KB articles.
* Break‑fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc.
* Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
Qualifications
* Minimum 7 years hands‑on dedicated experience as deskside/Onsite support/local IT engineer.
* Strong Microsoft Operating System installation (Win10 / Mac OS X) and troubleshooting skills.
* Strong experience in providing hands‑and‑feet support for network and datacenter equipment/devices. Strong knowledge on Mac OS, and building of Mac machines, and pushing applications via Mac servers.
* Strong experience in troubleshooting MS Office, O365 (Outlook, Word, Excel, PowerPoint, etc).
* Strong desktop support knowledge including hardware, software, and networking concepts.
* Strong skills in hardware level concepts on desktops, laptops, notebooks, printers and handhelds.
* Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
* Knowledge of Windows image build process and SCCM deployments.
* Good knowledge in handling RF scanners, industry‑level label printers (Zebra, etc).
* Good hands‑on knowledge on OT technology such as PLCs, manufacturing plant IT, etc.
* Experience in handling managed print services, corporate/network printers.
* Good understanding of audio/video equipment and conference room setup.
* Understanding of user account creation for Active Directory, Exchange mailboxes, distribution lists.
* Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows native tools.
* Troubleshooting and assisting end users with mobile device setup, activations and performance issues, handheld – Android & iOS support knowledge.
* Excellent communication and conversation skills (verbal and written) and good documentation skills.
* Able to handle unforeseen situations.
* High level of acceptance.
* Knowledge on ITIL ticketing tools such as ServiceNow, BMC Remedy, etc, and ITIL concepts such as change process, problem, incidents, and request tickets.
Additional Responsibilities & Benefits
* Might need to travel to other sites based on demand and requirements.
* On‑call requirement for P1/Urgent issues outside regular support hours (local business hours).
* Handle operations and customer requirements as per process and agreed SOW.
* Possible rotational shifts.
* 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.
* 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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