Desktop Support Technician

HCL Technologies Limited; Cork; On-site; EUR 32,000 - 46,000; Full time

Benefits offered by this job

Vacation up to 20 days

Term life insurance

Business Travel insurance

Employee benefits policy

Job summary

HCLTech is seeking an IT Support Technician to join a team delivering on-site user support from the IT Lounge in Cork, Ireland. You will welcome users, assess needs, provide technical guidance and resolve incidents, acting as the first point of contact for end-user support in a 100% on-site role.

Requirements include 3–5 years hands-on deskside or field IT support, proficiency with Windows and macOS, imaging, and basic networking concepts.

Qualifications

• 3-5 years hands-on IT support in deskside or field environments.
• Proficient troubleshooting on Windows and macOS devices.
• Experience imaging Windows OS and resolving network issues.

Responsibilities

• Resolve incidents and user service requests.
• Complete service requests and set up equipment.
• Process, track and close tickets using ServiceNow.
• Assist users with equipment, meeting rooms and related tasks.
• Configure and enroll PCs and smartphones; Mac knowledge is a plus.
• Handle printers, Wi-Fi and network systems; knowledge is a plus.
• Write and update procedures; suggest improvements.
• Possible remote support for onboarding other technicians.
• Work within a Windows 11 and Office 365 environment.

Skills

Windows OS

macOS

IT support

ServiceNow

Networking (TCP/IP)

Troubleshooting

Printers & WiFi

Tools

ServiceNow

Job description

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in Ireland.

Job Summary:

Join a team of IT support technicians within a large international organization, providing on-site assistance through the IT Lounge. The role involves welcoming users, identifying their needs, offering technical guidance, and resolving incidents and service requests. You will serve as the first point of contact for end-user support, ensuring a high level of customer service and efficient resolution of IT-related issues. This is a 100% on-site role.

Job Role and Responsibilities:

Key Responsibilities:

• Resolve incidents and user service requests
• Complete service requests and set up equipment
• Process, track and close tickets on the Service Now ticketing tool
• Assist users on the use of equipements, meeting rooms and others
• Master and enroll PCs and smartphones, Mac knowledge is a plus
• Hands & eyes on printers, wifi and network systems, knowledges there are a plus
• Writing and updating procedures, proposing improvements
• Possible remote support for onboarding other technicians
• The technical environment: Service Now ticketing tool, Windows 11, Office 365 environment.

Language English needed.

Qualifications:

An ideal candidate to have:

• 3-5 years of hands-on experience providing IT support in deskside, or field environments.
• Proficient in troubleshooting and resolving issues on Windows and macOS devices, including laptops and desktops.
• Skilled in efficient Windows OS imaging processes.
• Proficiency in troubleshooting network connectivity issues.
• Knowledge of networking protocols, such as TCP/IP, DNS, DHCP, and routing protocols.

Customer Service Skills:

• Effective Communication: Clearly explaining technical concepts to non-technical customers. Excellent verbal and written communication skills.
• Problem-Solving: Identifying and resolving customer issues efficiently and accurately.
• Patience and Empathy: Ability to build professional rapport with clients and maintain positive relationships.
• Attention to detail and strong organizational skills.
• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• 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. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

To know more about us visit - www.hcltech.com