Sr Analyst

Sapsf; Canada; On-site; CAD 52,000 - 76,000; Full time

Job summary

HCL is seeking an experienced deskside/onsite IT engineer for our Canada operations. You will troubleshoot hardware and software, install Windows 10 and macOS, and support network and printer devices.

You will work with OT tech and field devices, manage Active Directory accounts, and coordinate with vendors to keep the site up and running. Travel and on-call shifts may be required.

Qualifications

• Strong Windows 10 and macOS troubleshooting
• Hands-on support for network and data-centre devices
• Knowledge of SCCM, Intune, AD, and JAMF
• Experience with printers, scanners, and OT tech
• Solid customer service and documentation skills

Responsibilities

• Adhere to SLAs and ITIL workflows
• Provide deskside/onsite support and troubleshoot issues
• Build/configure shopfloor PCs and load software
• Set up and troubleshoot printers, RF guns, and phones
• Troubleshoot network, hardware, and software issues
• Coordinate with IT vendors to keep site operational
• Report issues proactively and escalate appropriately
• Maintain asset inventory and create KB articles
• Offer frontline support for hardware and software
• Handle remote desktop and mobile device support
• Participate in on-call shifts and possible travel

Skills

Windows 10

macOS

SCCM deployments

Intune

Active Directory

JAMF

Networking concepts

Printer troubleshooting

RF scanners

OT technology

Exchange

Remote desktop tools

Customer service

Documentation

On-site support

Tools

SCCM

Intune

AD

JAMF

Job description

Responsibilities

• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.
• Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
• Ensuring that the IT processes are adhered to
• Building and configuring shopfloor PCs as well as loading of critical software
• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Coordinates with IT vendors and ensures the site is up and running.
• Be proactive in reporting IT related issues, engage and elevate to right teams and stakeholders.
• Vendor coordination to resolve IT issues for all IT and OT technologies.
• Communicate and update to all stakeholders on critical items and issues related to IT.
• Be responsible for IT activities at site.
• Be responsible to execute IT related projects and deliverables at site.
• Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site.
• Improves and maintains customer and employee satisfaction
• Performing asset inventory activities as needed.
• Create documentation for processes and procedures of day-to-day work. Creating KB articles.
• Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.

Skill Requirements

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.
• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
• Knowledge of windows Image build process and SCCM deployments
• Good knowledge on SCCM, Intune, AD and JAMF
• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
• Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc
• Experience in handling managed print services , corporate / network printers.
• Good understanding of Audio/Video equipment and conference room setup.
• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld -Android & IOS support knowledge.
• Strong Customer service skills
• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
• Able to handle unforeseen situations.
• High level of acceptance
• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Other Requirements

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

• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
• Handle operations and customer requirements as per process and agreed SOW.
• Possible rotational shifts.