Deskside Support Technician

Direct message the job poster from HCLTech

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, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Desktop Technician will provide day to day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 3-5 Years’ experience in Windows Desktop support and Infrastructure support.

Candidate Required Minimum Qualifications and Skills

• Bachelor’s degree or equivalent in Computer Science or related field.
• Resource should be well versed in English and German language.
• Minimum of 3 -5 years of relevant IT experience.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Basic understanding of Network devices like switches, Routers, Firewalls and other managed/un-managed Network devices like wireless APs, Wireless Controller, servers, Multiplexers etc.
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Understands ITSM tools, And having goods hands on in Service Now.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows 10,11 and Microsoft Office 365, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating system, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
• Manage Procurement and own for all new in-scope hardware i.e., desktop/laptop, etc.
• Deploy and manage in-scope hardware and software.
• Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis).
• Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.
• Manage and maintain inventory of in-scope hardware, include asset tagging and recording.
• Provide technical support for all hardware/equipment of the remote site-computing infrastructure.
• Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policies.
• Coordinate with the Service Desk and all other necessary Suppliers, third party and Allianz support organizations to manage all on-site technical support requests to resolution and closure.
• Coordinate support, maintenance and warranty activities with relevant third parties for in-scope services.
• Coordinate with end-user or other site staff to schedule on-site technical support visit in response to an incident or IT service request including security remediation services.

Mandatory Soft Skills with level of competence, Ownership and accountability

• Excellent communication & interpersonal skills written and oral.
• Client relationship management.
• Problem solving aptitude.
• Ability to Manage Diversity.
• Ability to resolve problems.
• Ability to translate customer needs.
• Should have the ability to coordinate with teams in different geographical locations.

• A supportive, diverse and global team with a brilliant culture.

• 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

• Associate

• Contract

• Information Technology
• Industries
• IT Services and IT Consulting