Field Service Specialist

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.

Role definition

JOB SUMMARY Field Service Specialist - Job Description

As a member of the Field Services team the candidate will provide onsite IT support with very good customer service, technical expertise and timeliness in a client/3rd party environment. This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and on-site incident 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 smart-hands support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

Prerequisites for all candidates:

1. Minimum two years experience in a deskside / field services / site support role
2. Good standard of spoken and written English
3. Experience of working with European or US-based multinational corporations, preferably financial services
4. Minimum experience 2+ years in field service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)
5. Eligible to work in the target country
6. Must be prepared to work 5 days per week onsite (not remote)
7. Participate in shift rotas (office hours) and on-call rota (out of hours)
8. Must be prepared to join rota to cover public holidays when required

Essential Duties and Responsibilities

• Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
• Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Develops and provides technical coaching and mentoring to other desktop services staff and company associates
• Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction
• Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment
• Participate in team projects as requested (upgrades/rollouts)
• Use of IT ticketing systems to respond to end user issues
• Videoconferencing experience including operation, call set-up and equipment
• Smart-hands support to 3rd line remote teams

Technical Skills and Personal Abilities

• Strong analytical and troubleshooting skills
• PC hardware troubleshooting (Dell/HP/Lenovo)
• MS Windows build and support
• Apple Mac build and support is an advantage
• Software installation/troubleshooting
• Experience performing technology refreshes
• Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair
• Experience in working with third party client managed mobile applications
• Asset tracking – Weekly tracking of New/Deployed Asset, Lost/Stolen Assets
• Stock room management
• Basic support in Video conferencing equipment
• Hands on experience in server-side workstation maintenance like upgrading and patching activities.
• Basic Knowledge of Network & Telephony Support
• Demonstrate initiative and act independently to resolve problems
• Ability to work with customers and achieve successful outcomes in handling difficult situations
• High level of personal integrity with accountability for results
• Customer focused – “Customer is #1” attitude
• Detail oriented

Education / Expertise

• Technical degree (BSc or MSc)
• Minimum 2 years of experience in hardware, software and basic network troubleshooting in a Deskside/Field Service support environment.
• Technical Certification will be an added advantage

Benefits

• 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