Desktop Support Specialist

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer

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• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.

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• Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices

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• Strong desktop support knowledge including hardware, software, and networking concepts

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• Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.

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• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).

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• Knowledge of windows Image build process and SCCM deployments

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• Good knowledge on SCCM, Intune, AD and JAMF

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• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)

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• Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc

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• Experience in handling managed print services , corporate / network printers.

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• Good understanding of Audio/Video equipment and conference room setup.

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• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.

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• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.

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• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld -Android & IOS support knowledge.

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• Strong Customer service skills

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• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.

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• Able to handle unforeseen situations.

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

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• Smart hands support for Infrastructure devices.

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• Smart hands Support on Operational Technology (OT) environments including PLCs, manufacturing plant IT systems, flat-network devices, and industry-grade peripherals (e.g. Zebra label printers, RF scanners, rugged tablets).

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• Act as the primary IT owner / ‘Face of IT’ at site - proactively identify, escalate, and drive resolution of issues with the broader HCLTech team to minimise downtime.

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• Shopfloor environment Support : Provide frontline support for hardware and software issues on desktops, laptops, notebooks, mobile devices (iOS/Android), rugged devices, tablets, printers, RF scanners, and peripherals, used in the shopfloor environment

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• Manage and maintain the data closets, ensuring cleanliness and supervision of activities being performed in there.

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• Perform daily health check and reporting on critical IT infrastructure hardware and servers at their respective sites.

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• Coordinates with IT and OT vendors and ensures the site is up and running.

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• Communicate and update to all stakeholders on critical items and issues related to IT.

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• Drives critical issue resolution at site -Lead site P1s, work closely with larger HCL team and drive end to end accountability to ensure timely resolution with least downtime at site.

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• Improves and maintains customer and employee satisfaction

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• Performing asset inventory on IT and Infra devices when needed.

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• Adhering to SLAs.

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• ITIL Processes awareness and adhering to ITIL process workflow.

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• Reporting to the HCL Track Lead / Team Lead.

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• Handling tickets/requests on ServiceNow, to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues

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• Create documentation for processes and procedures of day-to-day work. Creating KB articles.

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Required Skills / Qualifications:

\n, * Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

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Additional Responsibility

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• Might need to travel to other sites based on demand and requirements.

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• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).

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• Possible rotational shifts.

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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.

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