Note: Candidates must be eligible to work in UK
Job Description
This position assists customers 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 is required as provision of Smart Hands will also be required on occasion to work with subject matter experts in areas such as Networking, Server and Telecoms, etc.
* Desk side engineer for technical support for customers and their networked computers and peripherals
* Interface with Senior Management, Company Board, Executives & VIP Users
* Accurately test, identify, repair, resolve, and document end‑user technical issues regarding basic network/desktop/laptop support, printers, PDAs, iPhones/iPads & other smart devices
* Break‑fix, troubleshoot and resolve software issues; reimage computers/hard drives
* IMACD function including installation and decommission
* Backup and restore 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
* Take ownership of issues through to resolution on all appropriate requests
* Category and prioritize end‑user support requests (incidents) and service requests using a ticketing system
* Move equipment associated with escalated incidents and service requests
* Perform asset inventory activities as needed
* Recommend and/or perform upgrades on systems to ensure longevity
* Work with procurement staff to purchase hardware and software
* Maintain spare parts/inventory list monthly and coordinate 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 on‑call support during after‑hours as and when necessary for priority 1 & 2 incidents
* Adhere to ticket response and resolution SLA’s as agreed with the customer
* Basic understanding of DHCP, DNS, IP addressing and subnetting; basic understanding of fixing wireless LAN, Ethernet desktop configuration issues
* Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings. Desired experience supporting Cisco, Avaya, Logitech or MS Teams Rooms
* Smart hands support for rack & stack of server, storage, network & firewall components
* Provide basic to intermediate support for IDF & MDF closets including console access, UPS & cooling alerts, PDUs, patch panels & structured cabling
* If necessary, liaise with third‑party vendors to resolve complex or OEM‑related issues
Desired Experience
* At least 7‑10 years of experience in the field or related area
* 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 for desktops, workstations, notebooks, printers and handhelds
* Broad experience of IT with basic understanding of networks, servers and telecoms
* Ability to provide consistent, excellent customer support to all staff
* Strong written and verbal communication skills
* Must be detail‑oriented and self‑motivated
* Background security check required
* High school diploma or higher degree preferred, but not a showstopper for an ideal candidate
* CompTIA A+, Apple Mac Certified Technician or Microsoft Certified Desktop Support Technician desired
* Knowledge & use of at least one ITSM tool like ServiceNow, FreshService, etc. preferred
* Ready to travel & support within a 5‑10 mile campus radius
* Competitive compensation and benefits, including up to 20 days’ vacation per year, various insurances such as term life and business travel, in addition to statutory benefits applicable in the country
* Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
* Total wellbeing is our focus. Alongside professional excellence, you join like‑minded colleagues to create a larger impact within the company and society in your chosen area of passion – CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion, etc.
* For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.
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