Deskside Support Technician

Desk side Level 2 Role (Desktop Technician)

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Main Responsibilities include:

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
• Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information. 
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.  
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
• Help create technical documentation and manuals
• Requirements
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions

Requirements:

• A car and driver's license are required. The selected candidate may need to go from one site to another but not more than 30 miles. All work related mileage travel expenses are covered as per our company policy.

Technical Skills:

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
• Administration experience of MS Active Directory users & groups, policies and management concepts
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Effective communication by Engineer in English and local languages is mandatory

Business Skills:

• Management of the team of L1 resources
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• A self-starter with ability to work on their own initiative
• To work through issues analytically to a successful conclusion
• An individual with a minimum of 3 year’s supervisory experience

Desired Experience:

• At least 5-6 years of experience in the field or in a related area required
• Prior experience on Desktops, Workstations, Notebooks and Printers
• Collaboration experience including remote control of PCs and video conferencing knowledge
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Thorough understanding of Outlook's calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies
• Strong customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills (English and local language)
• Must be detail oriented and self-motivating
• Background security check required
• Additional language skills (English and local language)
• Experience of managing and leading a geographically and culturally diverse team

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 Type: Full-time

Pay: $37,000.00 - $61,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $37,000 - $61,000