What are the responsibilities and job description for the Field Support Technician position at HCLTech?
Experienced in Desktop Laptop, troubleshooting
Experienced in installation, configuration and OS troubleshooting
Experienced in Asset Management Should have experience in application support
Knowledge on iPhone configuration
Should have exposure to basic network troubleshooting
Exposure and understanding of ticketing tool , ServiceNow
Understanding of ticketing process incident / service requests
Understanding of SLA and meeting targets
Understanding of Service desk process of logging tickets and allocation
Understanding of Asset / inventory record process, System & Peripherals movements etc
Understanding to coordinate with vendors / principles
Understanding of client management, user response (email / verbal)
Managing SLAs for its respective sites.
Hands-on experience on ticketing application.
Knowledge of Hardware asset management.
Working on incidents and requests, troubleshooting hardware and software issue.
Experience to Installation and configure operating systems, applications and software / driver updates.
Experience on remote assistance in PC set up, upgrades, troubleshooting.
Hands-on experience on Microsoft excel.
Preparing / updating reports for the tickets processed, Inventory report, keeping a track of assets / Stocks movement across sites.
Keeping required documents handy and updated.
Escorting third party engineers at site.
Smart hand request / Hands and feet support for network / printer / firewall activities etc.
Packing and unboxing laptops.
Quality Assurance Testing of laptops
Move equipment between Hub / tech Hub, Goods in and Loading Bay
Disposing equipment
Liaising with site facilities for maintenance of the Hub / tech Hub area
Monthly / weekly Inventory audit
Placing Hardware / accessories orders and managing Threshold stock
Handling Customer service support
Deskside Support calls
Receiving equipment from clients and updating stockroom.
Managing stockroom.
Should have worked in Manufacturing & Production line support from IT Perspective,
Infrastructure coordination, Small data center exposure, Server rack / unrack, POC with central team, factory support, manufacturing devices support.
Soft Skills
Excellent communication and conversation skills
Should have a great customer handling skills.
Able to handle unforeseen situations
Can drive HCL’s value and its methodology
Other Skills / Experience
Ability to work flexible hours from time to time to cover for other URGENT issues which may occur at the site.
Network experience would be a plus
Min : 36K - Max : 59K
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.
