Job Description

You will be required to provide Deskside / OSS / FSO technical support of Desktop PCs/Laptops, Tablets, Telephony, Software applications, and related technology, along with providing a high level of customer satisfaction. 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.

Main Responsibilities include:

• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Support inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
• Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
• Providing daily ticket updates to ensure users are fully updated on updates
• Move equipment associated with service requests, inline with health and safety guidelines
• Performing asset inventory activities as needed
• End user training and guidance on the use of hardware and software
• Recommends and / or performs upgrades to end user devices
• This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
• Performs other duties as assigned

Technical Skills:

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone 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 known workings of LAN technologies and hardware
• Ability to support technically video conferencing equipment

Business Skills:

• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive service is provided
• A self-starter with ability to work on their own initiative
• To work through issues analytically to a successful conclusion
• An individual with a minimum of 3 year’s experience

Desired Experience:

• At least 3+ years of experience in the field or in a related area required
• Prior experience on Desktops, Workstations, Notebooks and Printers
• Collaboration experience including remote control of PCs and video conferencing knowledge
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Thorough understanding of Outlook's calendaring tool. Teams workings.
• Strong customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

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