Deskside Technician

Responsibilities

· Good in Data Analysis & Reporting using MS Office and ITSM tools

· Coordinate desktop changes to avoid deployment collisions.

· Prepare requests for rollout

· Prioritize change requests

· Create rollout plans for changes requests

· Coordinate implementation process

· Keep track of request and make sure they are implemented as planned

· Participate in incident handling concerning desktop changes.

· Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.

· Microsoft environment knowledge (desktop & server).

· Have good technical understanding of the products building up a desktop service.

· Experience from the desktop environment.

· Understanding and experience of change management process.

Technical Requirements

· · Phone support experience necessary.

· · Technical Service desk or technical call center experience is necessary.

· · Disciplined, systematic problem solving skills required.

· · Windows Operating systems

· · Clients: Windows XP, Windows 10

· · Servers: Windows 2008/2012/2016

· · Knowledge of Active Directory

· · ITSM ticketing tools such as Service now , Remedy, HP Service Center, Peregrine Service Center

· · Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· · MS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· · Internet browsers (e.g. Explorer, Chrome, Firefox),

· · VPN and remote dial-in users

· · Support for laptop, desktops, and printers all models

· · PDA and blackberry support

· · Others: Adobe Acrobat and other common desktop applications like WinZip, etc

Soft Skills

· Excellent communication and conversation skills (Verbal and Written)

· Good documentation skills

· Good working knowledge of MS OFFICE (Including MS Project and Visio)

· Should have a great customer handling skills

· Able to handle unforeseen situations

· High level of acceptance

· Can drive HCL’s value and its methodology

Other Skills / Experience

· Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone

· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

· Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

· Ability to learn new information quickly and the willingness to do so at all times.

· Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.

· Customer Focus

· Teamwork

· Technical Expertise

· Interpersonal Effectiveness

· Concern for Order and Quality

·

Years of Experience

· Relevant : 7 years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.

Certification requirements

· Preferred MCP/MSCE/MSCA/A or HDI CSS or Cisco certification

· ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

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.

Job Types: Full-time, Permanent

Pay: $38,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $38,000 - $72,000