Senior Desk-Side IT Engineer (L3) – Enterprise Support

HCL Technologies Limited; Lyon; Hybrid; EUR 42,000 - 60,000; Full time

Job summary

HCL Technologies Limited in Lyon is seeking a Senior Field Support Specialist to lead high-priority IT support for enterprise users. This L3 role combines advanced technical skills with strong customer engagement and operational leadership to ensure business continuity at strategic locations.

You will act as the main onsite resource, mentor junior technicians, and ensure adherence to security policies while coordinating with cross-functional teams for end-to-end ownership and timely incident

Qualifications

• 4–5+ years of enterprise end user computing / deskside support experience, including Level 3 exposure.
• Strong expertise in Windows, macOS, Office 365, collaboration platforms, and mobility solutions.
• Experience supporting large sites or business critical user groups.
• Excellent communication, customer service, and stakeholder management skills.
• Ability to work independently, prioritize effectively, and perform under pressure.
• Willingness to support after hours and on call requirements.

Responsibilities

• Act as a single point of contact for high priority users and business critical IT issues.
• Deliver personalized, high quality support with rapid response and resolution.
• Manage incidents with urgency and professionalism, ensuring minimal business disruption.
• Provide advanced Level 2/3 troubleshooting across Windows and macOS environments.
• Support enterprise applications, collaboration tools, mobility devices, and peripherals.
• Perform complex diagnostics, root cause analysis, and permanent fixes.
• Coordinate with network, security, and infrastructure teams while retaining end to end ownership.
• Provide planned support for important meetings, events, and critical business sessions when required.
• Ensure readiness of meeting rooms, collaboration technology, and audio/video systems.
• Conduct proactive checks of critical rooms and shared technology spaces.
• Act as the senior onsite FSO resource for large or strategic locations.
• Mentor and guide Band 1 and Band 2 technicians; provide escalation support and technical direction.
• Ensure adherence to ITIL processes, service standards, and security policies.
• Support local service improvements and operational stability.
• Participate in on call and after hours rotations for critical incidents as required.
• Support users across different time zones in coordination with remote support teams.
• Build trusted relationships with senior business stakeholders and key users.
• Communicate clearly and confidently during high pressure or high impact situations.
• Handle sensitive information with discretion and professionalism.

Skills

Communication skills

Customer service

Stakeholder management

Ability to work under pressure

Tools

Windows

macOS

Office 365

Collaboration platforms

Mobility solutions

Job description

HCL Technologies Limited in Lyon is seeking a Senior Field Support Specialist to lead high-priority IT support for enterprise users. This L3 role combines advanced technical skills with strong customer engagement and operational leadership to ensure business continuity at strategic locations.

You will act as the main onsite resource, mentor junior technicians, and ensure adherence to security policies while coordinating with cross-functional teams for end-to-end ownership and timely incident