HCLTech
This range is provided by HCLTech. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay Range $35,000.00/yr - $66,000.00/yr
Minimum Experience: 3+ Years Field Services/Support Technician
As a member of the Field Service Operations team, the candidate will provide high‑quality support with excellent customer service, technical expertise, and timeliness. This position involves frequent face‑to‑face contact with end users, peers, and managers, primarily as desk‑side support for service requests and on‑site problem resolution. The candidate will work in a team environment, collaborating to resolve customer problems and supporting other members of the Site Services department. In addition, the candidate will provide hands‑and‑eyes support to other IT teams including Audio‑Visual, Network (Data and Voice), and Servers.
Responsibilities
Provide customer‑facing end‑user support, including installation and configuration of desktops, laptops, mobile devices, peripherals, and related software.
Perform on‑site updates, configuration changes, and software installations.
Offer on‑site technical assistance to end users.
Identify potential issues that could adversely impact end‑user experience and execute preventive action steps.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end‑user requests for ticket status updates and follow up promptly.
Coordinate with vendors for end‑user support, such as hardware vendor technicians for warranty repair/replacement.
Conduct security and compliance tasks related to end‑user support, including access reviews, risk assessments, control verifications, facility inspections, and maintenance of verification logs.
Collaborate 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.
Support disaster recovery and provide immediate response during emergency situations at local sites.
Provide on‑call support outside business hours on a rotational basis as required.
Support network data and voice devices; install IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.); configure phones using SOP; manage inventory of phones, peripherals, and system cards.
Test cables using a tester for IP phones and TDM phones from patch panel to user’s desk; punch cables for various panel types using appropriate tools; update circuit inventory and vendor details for the network voice team.
Coordinate with local vendors for ISP, OEM, channel partners, and other teams.
Desired Qualifications
BS/BA in Computer Science, Information Systems, or an equivalent combination of education or experience.
1–3 years of experience in service delivery and end‑user hardware/software configuration and 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, local and network printing, notebooks, and mobile devices.
Ability to install software for and troubleshoot a wide range of applications.
Analytical thinking and problem‑solving ability.
CompTIA A+ certification or equivalent certification.
Flexibility to travel to remote sites or clusters.
Ability to lift up to 30 lbs at waist level.
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, genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. If any applicant has concerns about discrimination in the hiring process, they should submit a detailed report 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, disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions may be eligible for need‑based leave with no designated number of leave days per year); and 10 paid holidays per year. Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service and Information Technology
Industries IT Services and IT Consulting
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Base Pay Range $35,000.00/yr - $66,000.00/yr
Minimum Experience: 3+ Years Field Services/Support Technician
As a member of the Field Service Operations team, the candidate will provide high‑quality support with excellent customer service, technical expertise, and timeliness. This position involves frequent face‑to‑face contact with end users, peers, and managers, primarily as desk‑side support for service requests and on‑site problem resolution. The candidate will work in a team environment, collaborating to resolve customer problems and supporting other members of the Site Services department. In addition, the candidate will provide hands‑and‑eyes support to other IT teams including Audio‑Visual, Network (Data and Voice), and Servers.
Responsibilities
Provide customer‑facing end‑user support, including installation and configuration of desktops, laptops, mobile devices, peripherals, and related software.
Perform on‑site updates, configuration changes, and software installations.
Offer on‑site technical assistance to end users.
Identify potential issues that could adversely impact end‑user experience and execute preventive action steps.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end‑user requests for ticket status updates and follow up promptly.
Coordinate with vendors for end‑user support, such as hardware vendor technicians for warranty repair/replacement.
Conduct security and compliance tasks related to end‑user support, including access reviews, risk assessments, control verifications, facility inspections, and maintenance of verification logs.
Collaborate 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.
Support disaster recovery and provide immediate response during emergency situations at local sites.
Provide on‑call support outside business hours on a rotational basis as required.
Support network data and voice devices; install IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.); configure phones using SOP; manage inventory of phones, peripherals, and system cards.
Test cables using a tester for IP phones and TDM phones from patch panel to user’s desk; punch cables for various panel types using appropriate tools; update circuit inventory and vendor details for the network voice team.
Coordinate with local vendors for ISP, OEM, channel partners, and other teams.
Desired Qualifications
BS/BA in Computer Science, Information Systems, or an equivalent combination of education or experience.
1–3 years of experience in service delivery and end‑user hardware/software configuration and 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, local and network printing, notebooks, and mobile devices.
Ability to install software for and troubleshoot a wide range of applications.
Analytical thinking and problem‑solving ability.
CompTIA A+ certification or equivalent certification.
Flexibility to travel to remote sites or clusters.
Ability to lift up to 30 lbs at waist level.
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, genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. If any applicant has concerns about discrimination in the hiring process, they should submit a detailed report 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, disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions may be eligible for need‑based leave with no designated number of leave days per year); and 10 paid holidays per year. Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service and Information Technology
Industries IT Services and IT Consulting
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