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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Information Technology Field Technician - **Company:** HCL America Inc. - **Location:** Montgomery, NJ, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Zebra (Programming Language), Microsoft Windows, Apple Mac Systems, Backup Devices, Cloud Computing, Data Centers, Supervisory Control and Data Acquisition (SCADA), Microsoft Office, Virtualization Technology, Information Technology, Network Server, Servicenow - **Published:** September 27, 2026 - **Apply:** https://www.disabledperson.com/jobs/75537697-information-technology-field-technician ## About the Role * Minimum 5-7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer * Strong Microsoft Operating System installation (Win10 / Win11 / MAC OS X) and troubleshooting skills. * Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices * Familiarity of IT-OT systems (SCADA, PLC, HMI), industrial networking, Windows-based engineering workstations. * ServiceNow for SLA tracking and ticket management. * Good knowledge in handling RF scanners, industry level label printers (Zebra, etc) * Hands on experience in handling Data centre hardware. * Good knowledge on Virtualization, Network, Storage servers, backups, VMs, and Cloud technology. * Strong Customer service skills * Able to handle unforeseen situations. * Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets., * Excellent communication and conversation skills (Verbal and Written) * Coordination with HCL internal teams, stakeholders, and vendors * Good documentation skills * Good working knowledge of MS OFFICE * Should have a great customer handling skill * Can drive HCL's value and its methodology * Ability to adjust to evolving processes ## Description * Provide dedicated on-site IT/OT support, ensuring seamless operations, rapid incident resolution, and proactive maintenance at sites. Act as the primary point of contact for all local IT/OT issues and coordinate with remote teams for escalations., Incident Management & Resolution: * Act as Site SPOC for critical incidents (P1/P2) and coordinate with the Critical Incident Manager. * Perform triage and assignment of site alerts/incidents. * Provide hands-and-eyes support for break-fix issues that cannot be resolved remotely. * Adhering to SLAs agreed in the Scope * ITIL Processes awareness and adhering to ITIL process workflow. Site Operations & Preventive Maintenance: * Conduct daily site walkthroughs and routine checks. * Maintain site-specific knowledge base and update manuals. * Performs routine maintenance and preventive checks to ensure the health of critical IT systems * Assist in planned change management activities requiring on-site presence. Collaboration & Communication: * Bridge between L2/L3 support teams and business stakeholders. * Engage and escalate IT issues impacting business operations. * Coordinate and shadow dispatch engineers during work completion. * Reporting to the Track Lead / Team Lead at Site * Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to * resolve those problems * Troubleshooting technical issues * Attends operations related meetings. * Site review & meetings with site SPOC. * Meetings with vendors, OEMs on open actions * Project support meetings ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Hate organising your photos? 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