Field Support Engineer

IT Field Services & Onsite Support Technician - Job Description

As an IT Field Services & Onsite Support Technician, you will be a key member of our team, providing essential on-site technical support to our clients. You will be the first point of contact for resolving their technology issues, ensuring smooth operations, and maximizing their productivity. You will play a crucial role in maintaining the IT infrastructure and ensuring satisfaction. You will troubleshoot, diagnose, and resolve hardware and software issues, ensuring optimal system performance and user satisfaction. This role requires strong technical skills, excellent problem-solving abilities, and a customer-centric approach.

Key Responsibilities:

1. On-Site Support: Travel to client sites to provide in-person technical assistance.
2. Install, configure, and upgrade computer hardware and software.
3. Troubleshoot and resolve a wide range of IT issues, including network connectivity, printer problems, and software malfunctions.
4. Audio and Video equipment Support including Health Checks

• Asset Management & Disposal
• Data recovery and backup solutions

1. Problem Diagnosis and Resolution: Utilize diagnostic tools and techniques to identify the root cause of technical problems.
2. Implement effective troubleshooting strategies to resolve issues promptly and efficiently.
3. Escalate complex issues to higher-level support teams as needed.
4. Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.
5. Coordination with IT Network and Unified Communications team and dispatch vendor technicians to install network equipment, coordinate with Client’s third-party suppliers for issues/repair of circuits and RMA.
6. Eyes, hands, and feet support for network issues including setup, installation and supporting the configuration as needed, testing circuits, connectivity, and validation of network equipment.
7. Coordinate with external vendors for dispatch support.

1. Asset Management: Inventory and Asset Management – Depot Operations

• Ensure proper handling and disposal of IT assets.
• Shipping coordination, Disposal, redeployment, and Asset reclaim including the equipment in Telco rooms.

1. Hardware Refresh, Depot Services support, Warranty and Out-of-warranty repair and replacement coordination

1. Network Management Streamline network operations by coordinating with ITNUC teams to schedule efficient installations.
2. Proactively address circuit issues and facilitate repairs in partnership with clients' third-party suppliers to minimize downtime.
3. Implement and maintain meticulous cable management practices to ensure optimal network performance and aesthetics.

1. Customer Service: Interact with clients in a professional and courteous manner.
2. Clearly communicate technical information to non-technical users.
3. Document all service requests, resolutions, and client interactions.
4. Executive (VIP) Support – Work on the issue/troubleshooting remotely with diligence.

Ticket Queue Management

1. Act and update the tickets timely with clear information to avoid ticket escalations.
2. Daily follow up on the tickets pending for customers or vendors.
3. Document the troubleshooting steps followed, reasons for pending or transferring to another queue clearly.
4. Resolve tickets within the SLA, with confirmed resolution to avoid any tickets getting reopened.
5. Continued focus on keeping the backlog of tickets low and achieve higher productivity (on average 4 or more tickets per day).

Qualifications:

An ideal candidate to have:

• 3-5 years of hands-on experience providing IT support in deskside, remote desktop, or field environments.
• Proficient in troubleshooting and resolving issues on Windows and macOS devices, including laptops and desktops.
• Skilled in efficient Windows OS imaging processes.
• Proficiency in troubleshooting network connectivity issues.
• Knowledge of networking protocols, such as TCP/IP, DNS, DHCP, and routing protocols.
• Technical Certifications
• Prior experience in Telcom industry as Field Services Technician will be an advantage.

Hardware Expertise:

Computer Assembly and Repair: Building, upgrading, and repairing desktops, laptops, and servers.Peripheral Device Installation: Setting up printers, scanners, external hard drives, and other devices.Hardware Troubleshooting: Diagnosing and resolving issues with hardware components like motherboards, CPUs, RAM, and power supplies.Mobile Device Repair: Fixing cracked screens, battery replacements, and other hardware issues for smartphones and tablets – good to have skill.Audio Video Equipment: Basic understanding of AV equipment connections.

Software Proficiency

Operating System Installation and Configuration: Installing and configuring Windows, macOS, and various Linux distributions.Software Installation and TroubleshootingDriver Installation and Updates: Installing and updating device drivers to ensure optimal performance.Data Recovery: Recovering lost data from damaged hard drives, SSDs, and other storage devices.

Networking Knowledge:

Network Setup and Configuration: Configure network devices, including routers, switches, and Wi-Fi access points.Network Troubleshooting: Diagnosing and resolving network connectivity issues, such as slow internet speeds, Wi-Fi problems, and network security threats.Cable Management: Organize and label cables to ensure efficient airflow and accessibility.

Customer Service Skills:

• Effective Communication: Clearly explaining technical concepts to non-technical customers. Excellent verbal and written communication skills.Problem-Solving: Identifying and resolving customer issues efficiently and accurately.Patience and Empathy: Ability to build professional rapport with clients and maintain positive relationships.Attention to detail and strong organizational skills.

Time Management:

Efficient time management to meet deadlines and optimize work schedules.

Additional Requirements:

• Valid driver's license and reliable transportation.
• Ability to lift and carry heavy equipment.
• Ability to use ladder for troubleshooting access points and cabling.
• Willingness to work flexible hours, including occasional evenings, weekends, and holidays.
• Up to 30 -40% country wide travel.

Salary Range

Min - $41K - Max - $67K

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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

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 secure@hcltech.com for investigation