Deskside Support Engineer | [CO900]

HCLTech; País Vasco; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a skilled Deskside Support Engineer to enhance their IT support capabilities. In this dynamic role, you will provide essential local and remote desktop support, troubleshoot hardware and software issues, and ensure operational consistency across shifts. The ideal candidate will have a strong background in Windows Desktop support, excellent communication skills, and the ability to work collaboratively in a fast-paced environment. Join a company that values innovation and creativity, and take your career to the next level while enjoying a flexible work environment and opportunities for growth.

Servicios

Learning and career development opportunities

Flexible work environment

Diverse workplace with global representation

Positive work environment

Employee recognition programs

Formación

• 3-5 years of experience in Windows Desktop support and Infrastructure.
• CompTIA A+ and Microsoft Certified Professional (MCP) required.

Responsabilidades

• Provide first/second level contact and problem resolution for customer issues.
• Install, upgrade, support, and troubleshoot Windows 10, 11, and Microsoft Office 365.

Conocimientos

Windows Desktop Support

Troubleshooting

Customer Service

Analytical Skills

Problem Solving

Communication Skills

Educación

Bachelor’s degree in Computer Science

Herramientas

Microsoft Office 365

Service Now

Helpdesk Ticketing Systems

Cisco Jabber

Descripción del empleo

Our goal is to strengthen the brand in Spain. We are looking for a Deskside Support Engineer!

What we are looking for?

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 Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution, providing fault analysis to customer’s various core operating systems and platforms.

Ideal candidate should have 3-5 Years’ experience in Windows Desktop support and Infrastructure support.

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 3 -5 years of relevant IT experience.
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Basic understanding of Network devices like switches, Routers, Firewalls and other managed / un-managed Network devices like wireless APs, Wireless Controller, servers, Multiplexers etc.
• Resource should be an English speaker and be well versed with local language.
• 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.
• Understands ITSM tools, and having good hands on in Service Now.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.

Responsibilities

• Provide first / second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows 10, 11 and Microsoft Office 365, Cisco Jabber, other authorized desktop applications.
• Should have basic knowledge of Mac operating system, to support Apple PC users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• 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.
• Manage Procurement and own for all new in-scope hardware i.e., desktop / laptop, etc.
• Deploy and manage in-scope hardware and software.
• Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning / analysis).
• Provide Break / Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.
• Manage and maintain inventory of in-scope hardware, including asset tagging and recording.
• Provide technical support for all hardware / equipment of the remote site computing infrastructure.
• Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policies.
• Coordinate with the Service Desk and all other necessary Suppliers, third-party and Allianz support organizations to manage all on-site technical support requests to resolution and closure.
• Coordinate support, maintenance and warranty activities with relevant third parties for in-scope services.
• Coordinate with end-user or other site staff to schedule on-site technical support visit in response to an incident or IT service request including security remediation services.

Mandatory Soft Skills with level of competence, Ownership and accountability

• Excellent communication & interpersonal skills written and oral.
• Client relationship management.
• Problem solving aptitude.
• Ability to Manage Diversity.
• Ability to resolve problems.
• Ability to translate customer needs.
• Should have the ability to coordinate with teams in different geographical locations.

About HCLTech :

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.

We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.

Why Us?

• We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work.
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.
• We offer freedom and flexibility on the job, empowering our employees to make decisions.
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility. Our company is extremely diverse with representation of 165 nationalities.
• We offer the opportunity to work with colleagues across the globe.
• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.