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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.
Responsibilities: -
- Adhering to SLAs.
- ITIL Processes awareness and adhering to ITIL process workflow.
- Reporting to the HCL Track Lead / Team Lead.
- Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
- Ensuring that the IT processes are adhered to
- Building and configuring shopfloor PCs as well as loading of critical software
- Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
- Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
- Coordinates with IT vendors and ensures the site is up and running.
- Be proactive in reporting IT related issues, engage and escalate to right teams and stakeholders.
- Vendor coordination to resolve IT issues for all IT and OT technologies.
- Communicate and update to all stakeholders on critical items and issues related to IT.
- Be responsible for IT activities at site.
- Be responsible to execute IT related projects and deliverables at site.
- Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site.
- Improves and maintains customer and employee satisfaction
- Performing asset inventory activities as needed.
- Create documentation for processes and procedures of day-to-day work. Creating KB articles.
- Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
Required Skills / Qualifications:
- Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
- Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
- Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices
- Strong desktop support knowledge including hardware, software, and networking concepts
- Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.
- Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
- Knowledge of windows Image build process and SCCM deployments
- Good knowledge on SCCM, Intune, AD and JAMF
- Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
- Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc
- Experience in handling managed print services, corporate / network printers.
- Good understanding of Audio/Video equipment and conference room setup.
- Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
- Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge.
- Strong Customer service skills
- Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
- Able to handle unforeseen situations.
- High level of acceptance
- Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.
Additional Responsibility
- Might need to travel to other sites based on demand and requirements.
- On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
- Handle operations and customer requirements as per process and agreed SOW.
- Possible rotational shifts.
Benefits:
- A supportive, diverse and global team with a brilliant culture.
- Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
- 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
- For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.
