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Company: HCL Tech
Location: Charleston
Posted on: January 26, 2023

Job Description:

Job Description (Posting)

Delivering high quality technical service, promote values in technology and provide effective services to the Business

Key Dimensions of the role

Department/function Global Infrastructure Services Field Services
Direct reports None
Reporting Manager Field Services Lead
Location Noida, India
Designation Field Services Analyst

Role Summary:

This position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. Smart Hands services and cooperation with subject matter experts to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment.

Main Responsibilities:

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support
Support users with Apple Mac and IOS devices
Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, and Email to Fax etc.
Support In-country PBX networks and PSTN interfaces
Smart hands support for Data Networks, Server, and other infrastructure teams
Support Hardware/Software selection and Procurement effort
Support Hardware Refresh, Redeployment and Disposal activities
Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support
Reimaging computers/hard drives in accordance with customer standards
IMACD function including installation and decommission.
Backing up and restoring settings and associated systems administration activities
Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
Categorize and prioritize end user support requests and service requests by utilizing ITSM ticketing tools such as SNOW to track tickets and provide up-to-date status and information to the customer.
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed.
Trains and orients users on use of hardware and software.
Recommends and / or performs upgrades on systems to ensure longevity.
Support VIPs on site, if need be
Coordinate with local cabling vendor for cabling requirements
Performs other duties as assigned
Desired Skills and Experience

Core competencies, knowledge and experience:
At least 3 years hands on experience in field Support Services
Clients: Windows 10, Windows7, Windows XP
OEM Certified Technician for ordering parts through OEM and parts replacement (Dell)
Strong Microsoft Office skills (Outlook, Word, and Excel)
Strong Microsoft operating System installation and troubleshooting skills
Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
Knowledge of Crestron device functionality and connectivity
Experience with supporting presentation systems (Projectors/Touchscreens/other A/V equipment)
Basic knowledge to support Mac devices
Knowledge to support Multifunctional Devices, Smart Phones, PDAs & BYOD
Broad experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
Strong customer service



Skill (Primary)

DWP-FSS-Desk Side Services

Keywords: HCL Tech, Charleston , SENIOR SPECIALIST, Other , Charleston, South Carolina

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