Job Description

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, troubleshooting 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 Incidents and requests

Resource will provide

(a) Interface with multiple levels of end users, management, VIPs and local technical staff.

(b) Technical support can be provided at Techbar, Visiting end users or in our existing areas.

This position requires the ability to work across all on-site services activities and project-based environment.

Key Responsibilities include:

On-site support

• On-site Support Services including but not limited to; desk-side support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix*
• Ensuring all Incidents/Requests are met within the agreed service targets.
• Proactively monitors pending tickets.
• Performs installs, moves, adds and changes (IMAC) as required.
• Provides face to face end user support and troubleshoot issues for IT products and services.
• Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems.
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices.
• Performing asset inventory/stock related activities as needed.
• Taking ownership of issues through to resolution on all appropriate requests.
• Ensuring all Incidents/Requests are met within the agreed service targets
• Ensuring all key Client and HCL processes and procedures are followed. For example, Call Management, Data Retention Hold, amongst others.
• To provide hands and feet support to another Infrastructure support.
• Providing on-site cover as part of a shift arrangement, covering off all areas of support.
• 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.
• Orients new joiners on EUC systems.
• Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.
• Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager.

Communication, customer service & Teamwork.

• Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
• Speaks good clear English. Language.
• Strong Written and Verbal Communication Skills at senior stakeholder level.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
• Maintain healthy group dynamics.
• Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
• Must be detail oriented and self-motivating.
• Relationship Management – internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
• Flexibility with respect to time – client deliverables need to be met with a “Can do” attitude.
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support.

Technical & Problem solving Skills

• Excellent problem solving / quantitative/ analytical skills.
• Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc
• Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security.
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

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