Description
Company Overview
We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark. It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
Job Summary
Under the supervision of the Regional Field Service Manager, the Onsite 2nd Level IT Support Technician is responsible for installing, configuring, servicing, and maintaining information technology systems and applications. This role requires maintaining a daily IMAC (Install, Move, Add, Change), Incident, and Refresh resolution rate of 5+ tickets per day. The position demands strong interpersonal and communication skills along with a solid background in workstation support.
Roles and Responsibilities
- Imaging Windows devices to the latest version.
- Understanding and ability to perform Zero Touch and Light Touch deployments.
- Providing 2nd level support for technical issues.
- Adhering to schedules and performing administrative tasks.
- Conducting hardware and software installations.
- Providing remote support for users traveling or working from home.
- Understanding & troubleshooting endpoint security tools such as Trellix, BitLocker and Defender.
- Understanding of Active Directory tasks for user and computer accounts.
- Ensuring accurate asset information within the ticketing system.
- Performing refreshes of end-user devices in alignment with refresh schedules.
- Assisting with weekly and monthly inventory activities.
- Ensuring local inventory is up-to-date and accurate.
- Maintaining an incident/IMAC resolution/closure rate of 5+ tickets per day.
- Utilizing ServiceNow for ticket management.
- Interacting effectively with customers.
- Documenting end-user issues properly within ServiceNow.
This role is essential for ensuring efficient resolution of technical issues thereby minimizing downtime while maintaining productivity.
Qualifications
Minimum of 3 years of work experience in IT support.
Ability to work independently as well as part of a team.
Proficiency in following defined processes while performing various operational tasks.
Strong troubleshooting skills to isolate & resolve Level 2 issues related to hardware & software environments.
Advanced experience with Windows Operating Systems.
Knowledge of MAC-related hardware & software issues is beneficial.
Experience with Active Directory & Jamf is advantageous.
Benefits
A supportive diverse global team with a brilliant culture:
• Great opportunities to make the role your own upskill yourself get involved with exciting projects:
• Total Wellbeing is our focus; alongside your professional excellence you join likeminded colleagues creating larger impact within company society at large in chosen area passion - CSR Council Diversity Council Women Connect Sparks – Engagement Champion among others:
• To know more about us visit – www.hcltech.com