Support Operation Field Agent

HCL Technologies Limited; Warwick; On-site; GBP 24,000 - 32,000; Full time

Job summary

HCL Technologies Limited is seeking an L2 IT Help Desk Support to deliver advanced technical assistance to field personnel, resolving IT issues with hardware, software, and network connectivity to keep operations running.

The role requires strong problem solving, effective communication with non-technical staff, and collaboration with IT teams and field operations. Training and documentation in ServiceNow and other enterprise tools are key parts of the job.

Qualifications

• Associate's degree in Information Technology or related field.
• Minimum 2 years IT support experience.
• Experience with Windows and iOS devices.
• Strong communication skills.

Responsibilities

• Provide phone-based IT support for hardware, software, and network connectivity for field workers.
• Troubleshoot and diagnose issues, escalating to other teams when needed.
• Document requests and resolutions in the ITSM system (ServiceNow).
• Assist in training field workers on new technologies and systems.
• Collaborate with IT teams and field operations for seamless tech integration.

Skills

Technical support

Troubleshooting

Documentation

Training

Collaboration

Communication

Education

Associate's degree in Information Technology

Bachelor's degree preferred

Tools

ServiceNow

Windows

iOS

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.

The L2 IT Help Desk Support role is responsible for providing advanced technical support to field workers. This position ensures that all IT-related issues are resolved efficiently, enabling field personnel to perform their duties without interruption. The role requires a strong understanding of field applications (EX: Salesforce, Lemur, AVLS, OMW, etc) and devices (Ex: Truck mounted Toughbooks, IOS devices, Modems, Drivecams), excellent problem-solving skills, and the ability to communicate effectively with non-technical staff.

Key Accountabilities

• Technical Support: Provide phone-based support for IT issues related to hardware, software, and network connectivity for field workers.
• Troubleshooting: Diagnose and resolve technical issues, escalating issues to other support teams when necessary.
• Documentation: Maintain accurate records of support requests and resolutions in the IT service management system (Currently Service Now).
• Training: Assist in training field workers on new technologies and IT systems to enhance their operational efficiency.
• Collaboration: Work closely with IT teams and field operations to ensure seamless integration of technology in daily operations.

Knowledge, Experience & Technical Know-How

• Education: Associate's degree in Information Technology or related field; Bachelor's degree preferred.
• Experience: Minimum of 2 years of experience in IT support, preferably in a utility or field service environment.
• Technical Skills: Proficiency in troubleshooting Windows, IOS operating systems, and Enterprise software applications.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Qualifications

• Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional (ACSP)) are a plus.
• Problem-Solving: Demonstrated ability to analyze problems and develop effective solutions.
• Customer Service: Strong customer service orientation with a focus on user satisfaction.

Main Interfaces

• Field Workers
• IT Support Teams
• Operations Management

Leadership Qualities & Business Skills

• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Commitment to continuous learning and professional development.
• 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.