What are the responsibilities and job description for the Deskside Support Technician position at HCL Technologies Limited - Business Services?
General Description for Deskside JD
This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.
Responsibilities:-
Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines
Works with vendor support contacts to resolve technical problems
Works with service desk and RDS as appropriate to determine and resolve problems received from clients
Responds to support requests from service desk, users and other infrastructure teams
Performs upgrades as directed to ensure the longevity of equipment
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 some level of technical understanding of the products building up a desktop service.
Experience from the desktop environment.
Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
Provide weekly reports
Implement best practices
Be the single point of contact with customer
Technical Requirements
· Exposure on managing remote sites
· Phone support experience necessary.
· Technical helpdesk or technical call center experience is necessary.
· Disciplined, systematic problem solving skills required.
· Windows and Novell Operating systems
· Clients: Windows7, Windows Vista, Windows XP, Windows 2000
· Servers: Windows 2000, Windows 2003, Windows 2008,
· Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007
· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
· MS Office Suite (XP, 2003, 2007): 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, AV Devices and printers
· PDA and blackberry support
· Apple Ipad Device support
· Others: Adobe Acrobat and other common desktop applications like Winzip, etc
MAC Device Experience
Basic understanding MAC OS troubleshooting
MAC Device troubleshooting
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.
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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
Job Type: Full-time
Pay: $35,000.00 - $66,000.00 per year
Schedule:
- 8 hour shift
Work Location: On the road
Salary : $35,000 - $66,000
