Field Service Specialist

HCL Technologies Limited; Arica; On-site; CLP 13,392,000 - 20,088,000; Full time

Job summary

HCL Technologies Limited in Chile seeks an experienced Desktop Support technician to partner with customer IT design teams and Level 1 Service Desk to support core desktop technologies.

The role delivers 24x5 on-site support across Nemak locations, including Break & Fix, IMAC/D activities, preventive maintenance, and VIP user assistance. Responsibilities include Windows desktop support, MDM, video conferencing, troubleshooting, and documenting issues in the ITSM system.

Qualifications

• Active Directory Administration and Infrastructure Design.
• Windows 10 OS troubleshooting; registry usage.
• MS Office Suite (2010/2016) troubleshooting.
• Hardware troubleshooting; differentiate hardware vs software issues.
• Mac troubleshooting.
• Networking knowledge.

Responsibilities

• Provide primary desktop support for Windows OS and MDM.
• Troubleshoot, data gather, and GAP analysis for end-user issues globally.
• Ensure consistent processes and technologies across the enterprise.
• Follow directions from team leads and managers.
• Document recurring issues in the Knowledge Base.
• Record case status and tasks in the ITSM system.
• Follow the critical incident process.

Skills

Active Directory

Infrastructure design

Windows 10 troubleshooting

Office troubleshooting

Hardware troubleshooting

Mac troubleshooting

Networking basics

Tools

Video Conferencing systems

Mobile Device Management

ITSM systems

Job description

This position is for an experienced technician on the Desktop Support team responsible for partnering with both Customer IT design teams and Level 1 Service Desk and other support groups to provide support for core infrastructure and desktop technologies standard to Customer’s operating environment.

Deliver 24x5 on-site technical support across Nemak locations, including Break & Fix, IMAC/D activities, preventive maintenance, and VIP user assistance. Services also cover meeting room equipment checks, Mobile devices, server/network “hands & eyes” support, and PC refresh, ensuring compliance with Nemak’s operational and security standards.

Responsibilities for this position may include but are not limited to:

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and Customer L3 application teams.
• Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
• Ensures consistent processes, procedures and technologies are utilized across Customer enterprise environment.
• Understand and follow direction provided by the Application and System Services team leads and managers.
• Document recurring issues in the Customer Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Customer ITSM system
• Follow the Customer critical incident process

Required Qualifications:

• Active Directory Administration and Infrastructure Design
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office Suite (2010/2016) advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Macs
• General knowledge/troubleshooting for Networking