Desktop Support Specialist

Responsibilities :-

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

• Smart hands support for Infrastructure devices.

• Smart hands Support on Operational Technology (OT) environments including PLCs, manufacturing plant IT systems, flat-network devices, and industry-grade peripherals (e.g. Zebra label printers, RF scanners, rugged tablets).

• Act as the primary IT owner / ‘Face of IT’ at site — proactively identify, escalate, and drive resolution of issues with the broader HCLTech team to minimise downtime.

• Shopfloor environment Support : Provide frontline support for hardware and software issues on desktops, laptops, notebooks, mobile devices (iOS/Android), rugged devices, tablets, printers, RF scanners, and peripherals, used in the shopfloor environment

• Manage and maintain the data closets, ensuring cleanliness and supervision of activities being performed in there.

• Perform daily health check and reporting on critical IT infrastructure hardware and servers at their respective sites.

• Coordinates with IT and OT vendors and ensures the site is up and running.

• Communicate and update to all stakeholders on critical items and issues related to IT.

• Drives critical issue resolution at site -Lead site P1s, work closely with larger HCL team and drive end to end accountability to ensure timely resolution with least downtime at site.

• Improves and maintains customer and employee satisfaction

• Performing asset inventory on IT and Infra devices when needed.

• Adhering to SLAs.

• ITIL Processes awareness and adhering to ITIL process workflow.

• Reporting to the HCL Track Lead / Team Lead.

• Handling tickets/requests on ServiceNow, to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues

• Create documentation for processes and procedures of day-to-day work. Creating KB articles.

Required Skills / Qualifications:

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer

• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.

• Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices

• Strong desktop support knowledge including hardware, software, and networking concepts

• Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.

• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).

• Knowledge of windows Image build process and SCCM deployments

• Good knowledge on SCCM, Intune, AD and JAMF

• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)

• Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc

• Experience in handling managed print services , corporate / network printers.

• Good understanding of Audio/Video equipment and conference room setup.

• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.

• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.

• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge.

• Strong Customer service skills

• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.

• Able to handle unforeseen situations.

• High level of acceptance

• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.

• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).

• Possible rotational shifts.

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.