Desktop Support
As an End User Support Technician with Minimum of 3 years technical experience in providing quality services to the end users which includes the following key roles and
Responsibilities:
o Provide customer facing end-user support that includes ? Break-fix support for Laptop, desktop, tablets and associated hardware peripherals? IMAC support including large scale/bulk office moves/re-stack activities (all moves)? Support for Operating System, base load software, MS Office suite and other business application ? Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs? Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries? Support for the Mobility devices (IOS/iPhone/IPads)? VIP and home-based office (HBO) user supporto Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenanceo Respond to end-user requests for updates on ticket status and promptly follow up as needed.
o Coordinate with vendors for provision of end-user support (e.
g.
Hardware Vendor technicians for warranty repair/replacement)o Perform managed print service invoicing/meter read/polling report verificationo 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 logso Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
o Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by supporto Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
o Provide On-call support if required outside business hours on a rotational basisDesired Skillsets o Strong understanding of Client based Operating Systemso Strong ticketing system experienceo Proficient understanding of level 1 Helpdesk serviceso Strong understanding of end user hardwareo Strong knowledge of client based applicationso Proficient with common network protocols (TCP/IP) for device connectivity issueso Excellent communication skills (English & Local language)o Excellent customer engagement and customer service skillso Strong desire to help, share, and assist otherso Excellent analytical skills, Work Ethic and Problem-solving skillso Basic Safety knowledge in order to assist users with ergonomic equipmento Ability to lift heavy equipment's within stockroom o Customer experience - CSAT focused with Customer is #1 Attitudeo Professional and courteous and Ability and patience to work in a high dense client environmento Manage customer profile in ThinManager (SCADA)o Install WInTMC on a customer laptop (SCADA)o Install and configure a ThinClient for customer use (SCADA)o Process customer access to Ignition and Wonderware(SCADA)o systems, added security (ITSM), includes DUO and CyberArk(SCADA)o Flexible for travelling to remote sites/Colocationso Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage Candidate must be authorized to work in the U.
S.
We are unable to sponsor work visas at this time.
About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today.
HCL's Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship(TM) enables businesses to transform into next-gen enterprises.
HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P).
ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions.
ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P.
HCL provides modernized software products to global clients for their technology and industry specific requirements.
Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.
As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives.
As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US$ 9.
3 billion and its 147,123 ideapreneurs operate out of 44 countries.
For more information, visit www.
hcltech.
com.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
o Provide customer facing end-user support that includes ? Break-fix support for Laptop, desktop, tablets and associated hardware peripherals? IMAC support including large scale/bulk office moves/re-stack activities (all moves)? Support for Operating System, base load software, MS Office suite and other business application ? Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs? Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries? Support for the Mobility devices (IOS/iPhone/IPads)? VIP and home-based office (HBO) user supporto Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenanceo Respond to end-user requests for updates on ticket status and promptly follow up as needed.
o Coordinate with vendors for provision of end-user support (e.
g.
Hardware Vendor technicians for warranty repair/replacement)o Perform managed print service invoicing/meter read/polling report verificationo 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 logso Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
o Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by supporto Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
o Provide On-call support if required outside business hours on a rotational basisDesired Skillsets o Strong understanding of Client based Operating Systemso Strong ticketing system experienceo Proficient understanding of level 1 Helpdesk serviceso Strong understanding of end user hardwareo Strong knowledge of client based applicationso Proficient with common network protocols (TCP/IP) for device connectivity issueso Excellent communication skills (English & Local language)o Excellent customer engagement and customer service skillso Strong desire to help, share, and assist otherso Excellent analytical skills, Work Ethic and Problem-solving skillso Basic Safety knowledge in order to assist users with ergonomic equipmento Ability to lift heavy equipment's within stockroom o Customer experience - CSAT focused with Customer is #1 Attitudeo Professional and courteous and Ability and patience to work in a high dense client environmento Manage customer profile in ThinManager (SCADA)o Install WInTMC on a customer laptop (SCADA)o Install and configure a ThinClient for customer use (SCADA)o Process customer access to Ignition and Wonderware(SCADA)o systems, added security (ITSM), includes DUO and CyberArk(SCADA)o Flexible for travelling to remote sites/Colocationso Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage Candidate must be authorized to work in the U.
S.
We are unable to sponsor work visas at this time.
About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today.
HCL's Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship(TM) enables businesses to transform into next-gen enterprises.
HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P).
ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions.
ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P.
HCL provides modernized software products to global clients for their technology and industry specific requirements.
Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.
As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives.
As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US$ 9.
3 billion and its 147,123 ideapreneurs operate out of 44 countries.
For more information, visit www.
hcltech.
com.
Estimated Salary: $20 to $28 per hour based on qualifications.
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