Administrator - Desk Side Services, AMT Asset Management Software

HCL Technologies Limited; Canada; On-site; CAD 65,000 - 90,000; Full time

Job summary

HCL Technologies Limited in Ontario, Canada, is seeking an Administrator - Desk Side Services to support workplace IT hardware and software, including PCs, mobiles, Cisco phones, iPads, and more. The Field Engineer role collaborates with IT Operations to resolve incidents and fulfill service requests.

You will handle on-site, remote and phone support, maintain documentation in ServiceNow, and contribute to asset management, knowledge base, and reporting.

Qualifications

• Ticket system ServiceNow usage.
• Basic understanding of Active Directory.
• Mobile Device Management responsibilities.
• Troubleshooting issues related to Desktop/Laptop/Printers/Scanners/Video Conferencing Equipment and Mobile Devices.
• Excellent written and spoken English.

Responsibilities

• Provide IT support (incidents and service requests) on-site, by phone, and remotely.
• Rollout and deployment of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobiles).
• Maintain Knowledge Base and support documentation in the service desk tool.
• Interface between IT Operations, customers and external IT-Service-provider.
• Report and monitor adherence to service levels.

Skills

Ticket system

Remote support

English communication

Customer service mindset

Team collaboration

Troubleshooting hardware

Tools

ServiceNow

Active Directory

Microsoft Visio

Microsoft Office 365

Cisco devices

Surface Hubs

VPN Solution

ITIL

Job description

Administrator - Desk Side Services, AMT Asset Management Software Administrator - Desk Side Services, AMT Asset Management Software Canada Job Description Administrator - Desk Side Services, AMT Asset Management Software Others, Ontario

Job Summary

The Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments. General Field Support / Deskside Engineer Onsite supporter tasks: IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person. Resolving (fulfilling) incidents (support requests) and document the actions in an approved service desk tool (ServiceNow). Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile phones and so on) incl. quality check. Basic understanding of Device Server Management Support and implementation/deployment of applications and other workplace software Moves and changes support. Interface between IT Operations, customers and external IT-Service-provider. Inventory and asset management and care of hardware Support Cisco devices / Surface hubs Reporting and management tasks: Enhanced processing of incident and support requests in defined cases. Manage escalation to senior managers as required Observance of processes, internal requirements and service level agreements. Customized reporting of adherence to service level agreements as agreed. Knowledge management and information sharing with colleagues. Maintain suitable Knowledge Base. Required skills: General: Ticket system Service Now Basic understanding of Active directory Mobile Device Management Troubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices Communicative, friendly, and reliable Good level of spoken and written English Basic Technical skills: Microsoft Office 365 Windows 10/11 Microsoft Visio Hardware (PC/Notebooks/Printers) Security know how Cisco devices understanding /Surface Hubs Enhanced Technical skills: Structure and functionality of IT networks and the components (basic) Microsoft Active Directory Mobile Office (VPN-Solution, iOS devices) ITIL or process knowhow IT Security Networking basic understanding

Key Responsibilities

The Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments. General Field Support / Deskside Engineer Onsite supporter tasks: IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person. Resolving (fulfilling) incidents (support requests) and document the actions in an approved service desk tool (ServiceNow). Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile phones and so on) incl. quality check. Basic understanding of Device Server Management Support and implementation/deployment of applications and other workplace software Moves and changes support. Interface between IT Operations, customers and external IT-Service-provider. Inventory and asset management and care of hardware Support Cisco devices / Surface hubs Reporting and management tasks: Enhanced processing of incident and support requests in defined cases. Manage escalation to senior managers as required Observance of processes, internal requirements and service level agreements. Customized reporting of adherence to service level agreements as agreed. Knowledge management and information sharing with colleagues. Maintain suitable Knowledge Base. Required skills: General: Ticket system Service Now Basic understanding of Active directory Mobile Device Management Troubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices Communicative, friendly, and reliable Good level of spoken and written English Basic Technical skills: Microsoft Office 365 Windows 10/11 Microsoft Visio Hardware (PC/Notebooks/Printers) Security know how Cisco devices understanding /Surface Hubs Enhanced Technical skills: Structure and functionality of IT networks and the components (basic) Microsoft Active Directory Mobile Office (VPN-Solution, iOS devices) ITIL or process knowhow IT Security Networking basic understanding

Skill Requirements

Other Requirements

The Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments. General Field Support / Deskside Engineer Onsite supporter tasks: IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person. Resolving (fulfilling) incidents (support requests) and document the actions in an approved service desk tool (ServiceNow). Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile phones and so on) incl. quality check. Basic understanding of Device Server Management Support and implementation/deployment of applications and other workplace software Moves and changes support. Interface between IT Operations, customers and external IT-Service-provider. Inventory and asset management and care of hardware Support Cisco devices / Surface hubs Reporting and management tasks: Enhanced processing of incident and support requests in defined cases. Manage escalation to senior managers as required Observance of processes, internal requirements and service level agreements. Customized reporting of adherence to service level agreements as agreed. Knowledge management and information sharing with colleagues. Maintain suitable Knowledge Base. Required skills: General: Ticket system Service Now Basic understanding of Active directory Mobile Device Management Troubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices Communicative, friendly, and reliable Good level of spoken and written English Basic Technical skills: Microsoft Office 365 Windows 10/11 Microsoft Visio Hardware (PC/Notebooks/Printers) Security know how Cisco devices understanding /Surface Hubs Enhanced Technical skills: Structure and functionality of IT networks and the components (basic) Microsoft Active Directory Mobile Office (VPN-Solution, iOS devices) ITIL or process knowhow IT Security Networking basic understanding

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 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. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.