IT Support Technician

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.