HCLTech
Base pay range
$35,000.00/yr - $66,000.00/yr
Direct message the job poster from HCLTech
Minimum Experience: 3+ Years of Field Services/Support Technician As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face‑to‑face as desk side support for service requests and on‑site problem 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 hands and eyes support to other IT teams including but not limited to Audio Visual, Network (Date and voice), and Servers.
Responsibilities
Provide customer‑facing end‑user support that includes: install and configure desktops, laptops, mobile devices, and associated peripherals and software; perform onsite updates, configuration changes, or software installations; provide onsite technical assistance to end users; identify potential issues that could adversely impact end‑user experience.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end‑user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end‑user support (e.g., hardware vendor technicians for warranty repair/replacement).
Perform end‑user support related security and controls and compliance tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs.
Coordinate 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.
Provide IT support for disaster recovery and immediate response in emergency situations at local sites.
Provide on‑call support if required outside business hours on a rotational basis.
Provide hand and feet support for network data and voice devices: installation of IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
Configure phones using SOP and phone movement; update the inventory of phones, peripherals, and system cards (e.g., TDM, digital, and CPU cards) to the network voice team.
Test cables using the tester for IP phone and TDM phones from patch panel to user’s desk; punch cables for different types of panels such as patch panel, IDF, MDF with krone tooling.
Update circuit inventory and vendor details for the service provider to the network voice team; coordinate with local vendor for ISP, OEM, channel partner, and other teams.
Desired Qualifications
BS/BA in Computer Science, Information Systems, or equivalent combination of education or experience.
One to three years of experience in service delivery and end‑user hardware and software configuration 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.
Flexible for travelling to remote sites or clusters.
Must be able to lift up to 30 lbs at waist level.
Equal Opportunity Statement 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. If any applicant has concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
Benefits 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.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service and Information Technology
Industries IT Services and IT Consulting
Referrals increase your chances of interviewing at HCLTech by 2x.
Benefits Summary
Medical insurance
Vision insurance
401(k)
#J-18808-Ljbffr
Direct message the job poster from HCLTech
Minimum Experience: 3+ Years of Field Services/Support Technician As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face‑to‑face as desk side support for service requests and on‑site problem 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 hands and eyes support to other IT teams including but not limited to Audio Visual, Network (Date and voice), and Servers.
Responsibilities
Provide customer‑facing end‑user support that includes: install and configure desktops, laptops, mobile devices, and associated peripherals and software; perform onsite updates, configuration changes, or software installations; provide onsite technical assistance to end users; identify potential issues that could adversely impact end‑user experience.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end‑user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end‑user support (e.g., hardware vendor technicians for warranty repair/replacement).
Perform end‑user support related security and controls and compliance tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs.
Coordinate 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.
Provide IT support for disaster recovery and immediate response in emergency situations at local sites.
Provide on‑call support if required outside business hours on a rotational basis.
Provide hand and feet support for network data and voice devices: installation of IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
Configure phones using SOP and phone movement; update the inventory of phones, peripherals, and system cards (e.g., TDM, digital, and CPU cards) to the network voice team.
Test cables using the tester for IP phone and TDM phones from patch panel to user’s desk; punch cables for different types of panels such as patch panel, IDF, MDF with krone tooling.
Update circuit inventory and vendor details for the service provider to the network voice team; coordinate with local vendor for ISP, OEM, channel partner, and other teams.
Desired Qualifications
BS/BA in Computer Science, Information Systems, or equivalent combination of education or experience.
One to three years of experience in service delivery and end‑user hardware and software configuration 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.
Flexible for travelling to remote sites or clusters.
Must be able to lift up to 30 lbs at waist level.
Equal Opportunity Statement 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. If any applicant has concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
Benefits 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.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service and Information Technology
Industries IT Services and IT Consulting
Referrals increase your chances of interviewing at HCLTech by 2x.
Benefits Summary
Medical insurance
Vision insurance
401(k)
#J-18808-Ljbffr