IT Field Support Technician

1 week ago

Rochester NY United States HCL Technologies Limited - Business Services Full time
*Command Center Desktop Support Technician*

This role will be to provide overall hardware/software support to employees and incoming new hires remotely. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. To support our customer requirements including regular business and projects support flexible to work in different shifts or late hours or holidays is expected.

Desired Skills & Experience

Responsibilities:

● Troubleshooting the issues remotely and scheduling the dispatch vendor techs visits by opening work orders if onsite troubleshooting or assistance is needed.

● Walking the dispatch vendor techs on phone calls on the troubleshooting steps to resolve customer issues remotely.

● Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.

● Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices.

● Printer break-fix and installation support

● 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.

● Work with the dispatch partner technicians’ who provide eyes, hands and feet support for network issues including setup, installation and supporting the configuration as needed. Onsite support on testing circuits, connectivity, and validation of network equipment.

● Shipping coordination, Disposal, redeployment, and Asset reclaim including the equipment in Telco rooms.

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

● Executive (VIP) Support – Work on the issue troubleshooting remotely

● Audio and Video Support including Health Checks

● Inventory and Asset Management – Depot Operations

● Coordinate with external vendors for dispatch support.

● Identify and resolve hardware and software application conflicts.

● Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents.

● Ensure that hardware is properly assigned and updated into our management system.

● Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware.

● Ensure that resolutions are consistent with company standards and policies.

● Ticket queue handling, monitoring the unassigned queue to action on the tickets or assigning to the primary technicians for the site locations.

● Work with internal teams/cluster technicians on vendor technicians support requirements and assist them.

Requirements/Qualifications:

● Prefer 3-5 years IT (Deskside, Remote Desktop Support, Field Support) experience, including technical training.

● Knowledge of Windows and Macintosh platforms, (including portables), Microsoft Office suite of applications, GSuite products and internet browsers.

● Experience with imaging windows 10 OS.

● Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet, basics knowledge about switch, router, network rack etc.)

● Thorough understanding of domains, drive mapping, GPOs, WINS, DNS, TCPIP and Active Directory.

● Networked printer experience (queue creation, server maintenance, etc.)

● Experience in using PC-based word processing, presentation, and e-mail software preferred.

● Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred.

● Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations.

● Outstanding customer service and interpersonal skills

● Excellent organizational skills and ability to prioritize tasks among many competing requests.

● Experience working in or supporting a call center or help desk environment.

● MCP and or A+ Certifications

● Aptitude for learning

● Excellent oral and written communication skills

● Ability to work in teams and in a team environment.

Job Type: Full-time

Pay: $30.00 per hour

Experience:
* Help desk: 1 year (Preferred)
* Windows: 1 year (Preferred)

Ability to Commute:
* Rochester, NY (Required)

Ability to Relocate:
* Rochester, NY: Relocate before starting work (Required)

Work Location: In person

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