Support Analyst

HCLTech; Warrington; On-site; GBP 45,000 - 62,000; Full time

Job summary

HCLTech is seeking an experienced onsite IT engineer to join our Warrington site. You will provide deskside support for Windows and macOS environments, manage SCCM deployments, and support OT/IT systems including PLCs and RF devices.

You will act as the Face of IT at site, coordinate with vendors, and drive issue resolution to minimize downtime. The role requires strong communication, documentation, and ITIL-aligned incident management, with occasional travel to other sites and rotating shifts

Qualifications

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer.
• Strong Microsoft Operating System installation (Win10) and troubleshooting skills.
• Strong experience in providing hands & feet support for network and data-centre equipment/devices.
• Strong desktop support knowledge including hardware, software, and networking concepts.
• Knowledge of Windows image build process and SCCM deployments.
• Good knowledge on SCCM, Intune, AD and JAMF.
• Experience with RF scanners and industry printers.
• OT technology familiarity such as PLCs and manufacturing IT.
• Excellent communication and documentation skills.
• Ability to handle unforeseen situations and adhere to ITIL processes.

Responsibilities

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshooting network connectivity issues and diagnosing hardware/software problems.
• Provide frontline support for OT environments including PLCs and industrial devices.
• Act as primary IT owner at site and coordinate with IT/OT teams to minimize downtime.
• Manage data closets, perform daily health checks on IT infrastructure and servers.
• Coordinate with vendors and ensure the site is up and running.
• Lead critical issues and drive end-to-end resolution with minimal downtime.
• Prepare documentation and KB articles for processes.

Skills

Onsite IT support

Deskside support

Windows 10

macOS

SCCM deployments

Intune

Active Directory

JAMF

RF scanners

Printers

OT PLCs

ServiceNow

ITIL

Escalation management

Tools

Remedy

Bomgar

WebEx

Job description

We are a $13+ billion global technology company, home to more than 224,000 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.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Responsibilities:-

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Smart hands Support on Operational Technology (OT) environments including PLCs, manufacturing plant IT systems, flat-network devices, and industry-grade peripherals (e.g. Zebra label printers, RF scanners, rugged tablets).
• Act as the primary IT owner / ‘Face of IT’ at site — proactively identify, elevate, and drive resolution of issues with the broader HCLTech team to minimise downtime.
• Shopfloor environment Support : Provide frontline support for hardware and software issues on desktops, laptops, notebooks, mobile devices (iOS/Android), rugged devices, tablets, printers, RF scanners, and peripherals, used in the shopfloor environment
• Manage and maintain the data closets, ensuring cleanliness and supervision of activities being performed in there.
• Perform daily health check and reporting on critical IT infrastructure hardware and servers at their respective sites.
• Coordinates with IT and OT vendors and ensures the site is up and running.
• Communicate and update to all stakeholders on critical items and issues related to IT.
• Drives critical issue resolution at site -Lead site P1s, work closely with larger HCL team and drive end to end accountability to ensure timely resolution with least downtime at site.
• Improves and maintains customer and employee satisfaction
• Performing asset inventory on IT and Infra devices when needed.
• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.
• Handling tickets/requests on ServiceNow, to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
• Create documentation for processes and procedures of day-to-day work. Creating KB articles.

Required Skills / Qualifications:

• 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, etcExperience 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.
• 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.

Additional Responsibility:

• 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).
• Possible rotational shifts.
• A supportive, diverse and global team with a brilliant culture.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
• To know more about us visit – www.hcltech.com
• For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.