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Technical Specialist

2 months ago

Waukesha, United States HCL Technologies Full time
Job Description (Posting).

Role Definition
Job Title: Field support Engineer
Work Location: TBD
Reporting to: Team Lead
Minimum Experience 1-3 Years of Field Services Technician 1

As a member of the Field Service Operations team, the candidate will provide high-quality support focusing on providing exceptional customer service, by resolving issues quickly with excellent communication and ownership. This position has frequent contact with end users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands-and-eyes support to other IT teams including Audio Visual, Network, and Servers.

Job Description
As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes, etc.
Perform onsite updates, Configuration changes, or Software installations.
Provide onsite technical assistance to End Users.
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Manage assigned tickets and ensure that they are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision and repair of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
Perform end-user support related to security controls and compliance related tasks such as access reviews, controls verifications, facility inspections, among others
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and immediate response in emergencies at local sites.
Provide On-call support if required outside business hours on a rotational basis
Provide Hand and Feet support for network data and voice devices

Desired Qualifications:
BS/BA in Computer Science, Information systems, or an equivalent combination of education or
Experience:
1+ years of experience in service delivery and End user hardware and software Configuration troubleshooting.
Experience with various desktop systems, operating systems, and diverse technical environments.
Excellent customer service orientation and verbal communication skills.
Experience Supporting Windows Operating Systems, MS Office, VPN (Virtual Private Network), local and Network printing, Notebooks, and mobile devices.
Ability to install software and troubleshoot a wide range of applications.
Analytical thinking and problem-solving ability.
CompTIA A+ certification or equivalent certification
Flexible for travelling to remote sites or cluster
Should be able to lift weight up to 30 lbs. at waist level

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive cus