Desktop Support Technician - Onsite

Responsibilities :-

· Adhering to SLAs.

· ITIL Processes awareness and adhering to ITIL process workflow.

· Reporting to the HCL Track Lead / Team Lead.

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

· Ensuring that the IT processes are adhered to

· Building and configuring shopfloor PCs as well as loading of critical software

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

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

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

· Be proactive in reporting IT related issues, engage and escalate to right teams and stakeholders.

· Vendor coordination to resolve IT issues for all IT and OT technologies.

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

· Be responsible for IT activities at site.

· Be responsible to execute IT related projects and deliverables at site.

· Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site.

· Improves and maintains customer and employee satisfaction

· Performing asset inventory activities as needed.

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

· Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications:

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

· Strong Microsoft Operating System installation (Win10 / Win11 / 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, Intune, Autopilot.

· 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

· Hands on experience in handling Data center hardware.

· Good knowledge on Network, Storage servers, VMs, and Cloud technology.

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

· 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).

· Handle operations and customer requirements as per process and agreed SOW.

· Possible rotational shifts.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable law.

Applicants requiring reasonable accommodation during the hiring process should contact Human Resources in advance.

DISCLAIMER

This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.