Job Description

As a member of the Field Service Operations team, the candidate will provide high quality support, technical expertise, and timeliness. This position requires Manager to track team progress by creating plans and strategies while following through to ensure they have implemented agreed-upon tips and tools. Their responsibilities encompass coordinating field operations, training teams, managing inventory, and ensuring excellent customer service. The candidate will also provide hands and eyes support to other IT teams including Audio Visual, Network, and Servers.

Job Description

As an Onsite Support Technician with minimum 3+ years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

• Manage a team of 25-30 technicians across locations

• Manage the reporting of SLAs, Adherence of SLA and contract

• Manage shift and shift planning including on call roster

• Manage Resource productivity

• Enable the team with training and development

• Ensure security compliance

• Ensure sufficient inventory level is managed across locations

• Ensure all service request and incidents are resolved before agreed service levels

• Plan and execute any move request or project work

• Lead the team by providing technical and process assistance to below activities

• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks

• Perform onsite updates, Configuration changes, or Software installations.

• Provide onsite technical assistance to end users by visiting their desk location

• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• 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 logs

• Provide IT support for on-site and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis

Benefits:

• Competitive salary and benefits package
• Opportunities for professional growth and development
• Supportive and collaborative work environment

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.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

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