We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
Job Description
Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2 years’ experience in experience in Mac\Windows Desktop support.
Candidates will need to be onsite & presentable, and customer facing and have strong customer service skills
Demonstrate cultural sensitivity, with the ability to work effectively in diverse environments and respect for different cultural backgrounds
Position Responsibilities and Functions
- Provide first/second level contact and problem resolution for customer issues.
- Build, Provision, and Decommission of End user devices and accessories for Windows, Apple Mac OSX (jamf) & Apple Phones.
- Follow Asset management Procedures, and update call management documentation. Stock Room
- Work on Tech-bar and provide consultation and answers to user’s questions either face 2 Face or remotely.
- Provide Audio Visual support, complete room testing and work with Third Party Vendors to remediate complex AV issues as needed. (Supporting TVs, Screen sharing, Audio, Video conferencing, support)
- Arrange for warranty Support for Windows and Mac Devices
- Hands and Feet support for 3rd line Network/Server changes
- Printer Inspection and upkeep (Regular maintenance including Toners Changes, Preliminary Fault diagnosis and basic fault handling and working with the client supplier)
- Data Room inspections (IDF/MDF) rooms are operating in accordance with Client guidelines (including checking that there are no alarms, that the space is clean with no trip hazards, that there are no combustible materials, etc.);
- Hands and Feet support for 3rd line Network/Server changes
- Broad experience of IT with basic understanding of Networks, Servers, Smart Devices and Telecoms.
- Maintain ticket updates for all reported incidents.
- Provide timely communication on issue status and resolution.
- Apple Mac & Windows 11 Install, upgrade, support and Microsoft Office. Cisco Jabber, another authorized desktop application.
- Perform general preventative maintenance tasks on computers, laptops, printers.
- Perform remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
- Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
- Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
- This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
- Candidate Required Minimum Qualifications and Skills.
- Bachelor’s degree or equivalent in Computer Science or related field.
- CompTIA A+, Microsoft Certified Professional (MCP) or better.
- Minimum of 18 months of IT experience.
- Windows 13, Apple Mac, In Tune Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
- Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
- Proven analytical, troubleshooting and problem-solving skills.
- Proven ability to multi-task, effectively determine priorities and meet SLA’s.
- Excellent communication relationship-building and internal customer service skills. ix. Adaptable and flexible in a fast-changing industry and work environment.
- Willing to work occasional overtime off-hours and weekends when required for projects or emergency support.
- You will need to be onsite and have strong customer service skills
- Effective communication by Engineer in English and local languages is mandatory
Benefits
- A supportive, diverse, and global team with a brilliant culture.
- Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
- To know more about us visit – www.hcltech.com