Field Support Technician

Job Title: Field Support Technician

Minimum Experience 5 Years

Job Description

As a member of the Field Service Operations team, the candidate will provide high quality support with exceptional customer service, technical expertise, and timelines. This position has frequent contact with executive end users, peers, and managers, primarily face-to-face as Deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolve customer problems and support other members of the Site Services department. The candidate will also support (Smart Hands and Eyes) other IT teams including Audio Visual, Network (Date and voice), and Servers.

This senior technician should clearly understand the response and resolution urgency at Executive level and be able to set and manage customer expectations to avoid negative impact on business and customer experience, providing a resolution on a timely fashion including work arounds when needed. A can do and extra mile attitude is a must.

Key roles and responsibilities

• Soft Skills are a key component for this resource.
• Face to face and remote support .

· Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

· Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.

· Audio Visual support understanding

· Basic level of knowledge on Mac devices

· Perform onsite updates, Configuration changes, or Software installations.

· Provide onsite technical assistance to end users.

· Identifies potential issues that could adversely impact end user experience and follows through on action steps to prevent.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate vendor support (e.g., Hardware vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in emergencies at local sites.
• Provide On-call support if required outside business hours on a rotational basis

· Provide Hand and Feet support for network and voice devices

Desired Qualifications or relevant experience:

• BS/BA in Computer Science, Information systems, or an equivalent combination of education and experience
• 5 years of experience in service delivery and end user hardware and software configuration and troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems (including 11), MS Office, VPN (Virtual Private Network), local and Network printing, notebooks and mobile devices.
• Software IMAC and troubleshooting of a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible for travelling to remote sites (cluster sites).
• Smart Hands and Eyes support for network related issues.
• Should be able to lift weights up to 30lbs at waist level.

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 [email protected] for investigation.

Job Type: Full-time

Pay: $42,000.00 - $68,000.00 per year

Benefits:

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

Work Location: In person