Overview

We are a global technology company with a strong presence in digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a global leader in the Tech and IT industry, driven by an idea-first mindset and a culture that aims to enable people to be better, more fulfilled, and to drive impact.We invite you to find your spark and contribute to game-changing outcomes while making a positive impact on the world.Responsibilities

Adhering to SLAs.ITIL processes awareness and adherence to ITIL workflows.Reporting to the HCL Track Lead / Team Lead.Handling tickets/requests to troubleshoot reported problems and taking necessary steps to resolve those problems; troubleshooting technical issues.Ensuring IT processes are adhered to.Building and configuring shopfloor PCs and loading critical software.Setting up and troubleshooting printers/faxes/copiers/RF guns or phone equipment in offices.Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.Coordinating with IT vendors to keep the site up and running.Proactively reporting IT-related issues, engaging and escalating to the right teams and stakeholders.Vendor coordination to resolve IT issues for IT and OT technologies.Communicating and updating stakeholders on critical items and issues related to IT.Being responsible for IT activities at the site.Executing IT-related projects and deliverables at the site.Driving critical issues at the site with the larger HCL team to ensure timely resolution with minimal downtime.Improving and maintaining customer and employee satisfaction.Performing asset inventory activities as needed.Creating documentation for processes and procedures of day-to-day work; creating knowledge base 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 / macOS) and troubleshooting skills.Experience providing hands-on support for network and data-center equipment/devices.Strong desktop support knowledge including hardware, software, and networking concepts.Strong knowledge of hardware concepts for desktops, laptops, printers, and handheld devices.Good knowledge of iOS, Android OS, and rugged devices (tablets and iPads).Knowledge of Windows image build processes and SCCM deployments.Good knowledge of SCCM, Intune, AD and JAMF.Knowledge of handling RF scanners and industrial label printers (e.g., Zebra).Hands-on knowledge of OT technology such as PLCs and manufacturing plant IT.Experience handling managed print services and corporate/network printers.Good understanding of audiovisual equipment and conference room setup.Understanding of user account creation for Active Directory, Exchange Mailboxes, and distribution lists.Experience with remote desktop connectivity applications (e.g., SMS, Bomgar, WebEx, Live Meeting, Windows native tools).Troubleshooting and assisting end users with mobile device setup, activations and performance issues; support knowledge for Handheld Android and iOS.Excellent communication and written skills, with good documentation abilities.Able to handle unforeseen situations and demonstrate a high level of adaptability.Knowledge of ITIL ticketing tools such as ServiceNow or BMC Remedy, and ITIL concepts (change, problem, incidents, and requests).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.Handle operations and customer requirements as per process and agreed SOW.Possible rotational shifts.Supportive, diverse, global team with a strong culture.Competitive compensation and benefits, including up to 20 days of vacation per year, various insurances, and country-specific statutory benefits. Benefits are governed by internal policies and applicable law.Great opportunities to own the role, upskill, and engage in exciting projects.Total Wellbeing focus; opportunities to engage with CSR, Diversity, and other employee communities.For more information about us, visit hcltech.com. For information on how we process personal data, refer to HCLTech’s Candidate Data Privacy Notice.Job Details

Seniority level: AssociateEmployment type: ContractJob function: Information TechnologyIndustries: Information Services

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