Onsite support engineer

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.

Note: Candidate should have Valid authorization to work in UK.

Summary or requirements

Minimum of 4+ Years Experience

Ability to travel to remote locations

You will be required to provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.

Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.

Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.

Skills Required

· Strong Windows 10 & 11 OS Build and Support

· Extremely strong communication skills, both written and spoken

· Well versed in providing a very high level of customer service to both users, customers and colleagues.

· Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or their Contingent Person's Assignment.

· Capable of troubleshooting issues with an end-user device, including all hardware, operating system, driver, or client application challenges.

· Capable of deploying or redeploying required OS images and builds (as well as, future images/builds) on compatible legacy hardware (Example: Win10, Win7, etc.).

· Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and nonpersistent multisession tuning and management, cost optimization, incident management coordination with business owners.

· Capable of ensuring device health is monitored, reported and remediated (DEX).

· Capable of maintaining OS currency using established processes leveraging Service Rings.

· Capable of performing Routine Technology Health Checks and capable of providing in-person services for items in the relevant service catalogue.

· Capable of performing semi-annual tests, required remediation, and validation reports for the Code Blue emergency safety feature installed in vehicles, according to the Customer’s testing procedures provided to Supplier.

· Capable of offering remote and on-site technical services (proactive and reactive) Smart Hands to the Customer and its associates.

· Capable of mobile devices support such as: Persona management, application access, device enrolment, OS maintenance and Device Firmware Updates (DFU).

· Possess the skills, qualifications, and experience necessary to perform the Contingent Person's Assignment Work to high professional standards.

· Have, as a minimum, the skill proficiency level, qualifications, and experience outlined in the relevant Job Profile, in the core skills for that Job Profile.

· Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates relevant to that Job Profile

· Will have the Skills, qualifications, and experience necessary to perform the Assignment Work to high professional standards, which are at least industry standard professional levels in accordance with the relevant Job Profile requirements and the defined Skills

· digital-first and AI enabled resolution strategy through multiple operational strategies at Customer locations with potential visits to other office locations.

· Event Support: Audio and Video Readiness, Event Planning, Communications

· VIP/Exec level support capability.

· Onsite and Field IT Operations: Vehicle Technologies, Smart Hands, Legacy Technologies, Storm Recovery Operations.

· IT Software/Hardware Asset Management.

· Issuing and acting on IT Incident and Request tickets that require higher trained individuals, including advanced software, hardware, and server related, etc.

Main Responsibilities include:

§ Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.

§ Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement

§ Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates

§ To provide infrastructure administration functions

§ Providing on-site cover as part of a shift arrangement

§ Support inline with contracted business working hours

§ Provide site support in remote offices when required

§ Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities

§ Taking ownership of issues through to resolution on all appropriate requests

§ Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information

§ Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service

§ Providing daily ticket updates to ensure users are fully updated on updates

§ Move equipment associated with service requests, inline with health and safety guidelines

§ Performing asset inventory activities as needed

§ End user training and guidance on the use of hardware and software

§ Recommends and / or performs upgrades to end user devices

§ This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork

§ Performs other duties as assigned

Technical Skills:

§ Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.

§ Strong technical skills in Microsoft Windows 10 & 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well known applications

§ Administration experience of Azune, Intune, MS Active Directory users & groups, policies and management concepts

§ Effective communication in English and/or local language

§ Basic known workings of LAN technologies and hardware

§ Ability to support technically video conferencing equipment

Business Skills:

§ Ability to interact with customers so as to ensure that the service is polite, efficient and responsive service is provided

§ A self-starter with ability to work on their own initiative

• To work through issues analytically to a successful conclusion
• An individual with a minimum of 4+ year’s experience

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.