Desktop Support Engineer

Adhering to SLAs

ITIL Processes awareness and adhering to

Reporting to the Track Lead / Team Lead

Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

Troubleshooting technical issues

Ensuring that the processes are adhered to

Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup, Vulnerability Management

Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

Performs repairs on computers, laptops, printers, Mobile device Management and any other authorized peripheral equipment

Improves and maintains customer and employee satisfaction

Performing asset inventory activities as needed

Create documentation for process and procedures

Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Years of Experience

• Min 5+years experience in a similar position Work in similar technical profile.

2-3 years of Datacenter experience

Certification requirements

CCNA Certified

A+ Certified

MCSE, * Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

• Strong Microsoft Operating System installation(Windows/MAC) and troubleshooting skills
• Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices
• Strong experience in troubleshooting MS office (Outlook, Word, Excel, Powerpoint etc)
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
• Good knowledge of MAC OS, IPAD and Android devices
• Knowledge in windows Image build process and SCCM, Ivanti deployments.
• Basic understanding of Audio/Video equipment and conference room setup
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations
• Troubleshoot and assist end users with mobile device setup, activations and performance issues.
• Handheld -Android & IOS support knowledge (MDM)
• Strong Customer service skills
• Strong written and verbal communication skills

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Good working knowledge of MS OFFICE (Including MS Project and Visio)

• Should have a great customer handling skills

• Able to handle unforeseen situations

• High level of acceptance

• Can drive HCL’s value and its methodology

Other Skills / Experience

Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills

Must Have experience in Providing smart hands support for Network and Datacenter Equipment

AD&D insurance, 401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, Employee assistance program, Disability insurance Full-time Atlanta, GA, A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Pay: $54,000.00 - $88,000.00 per year

HCLTech is a global technology leader with a presence in over 60 countries, dedicated to delivering innovative solutions across digital, engineering, cloud, and AI domains. We serve a diverse range of industries, empowering clients worldwide to achieve their digital transformation goals through cutting-edge technology services and products.