ONSITE SUPPORT TECHNICIAN

HCLTech; Dublin; On-site; EUR 42,000 - 56,000; Full time

Job summary

HCLTech is seeking an IT Field Services & Onsite Support Technician in Ireland to deliver essential on-site technical support for clients. You will be the primary contact for hardware/software issues, ensuring smooth operations, high uptime, and customer satisfaction.

The role emphasizes strong technical skills and a customer-focused approach. Ideal candidates will have 3-5 years in deskside, remote desktop, or field IT support, with proven Windows/macOS troubleshooting, imaging, and network

Qualifications

• Deskside, remote desktop or field IT support experience.
• Proficient in troubleshooting Windows and macOS devices.
• Skilled in imaging and deployment processes.
• Proficiency in troubleshooting network connectivity issues.
• Knowledge of TCP/IP, DNS, DHCP and routing protocols.
• Technical certifications are a plus.
• Experience in the telecom industry is advantageous.

Responsibilities

• Travel to client sites to provide on-site IT support and installation.
• Troubleshoot hardware and software issues and ensure system uptime.
• Coordinate with network/UC teams and third-party vendors for installations and repairs.
• Image and install software on Windows and macOS, including Macs and IMACs.
• Provide VIP remote support and timely ticket updates within SLA.
• Document troubleshooting steps and resolutions for future reference.

Skills

Windows troubleshooting

macOS troubleshooting

Networking basics

Hardware diagnostics

Customer service

Remote support

Image and deployment

Telecom field experience

Tools

Remote desktop tools

Network analyzers

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:

As an IT Field Services & Onsite Support Technician, you will be a key member of our team, providing essential on-site technical support to our clients. You will be the first point of contact for resolving their technology issues, ensuring smooth operations, and maximizing their productivity. You will play a crucial role in maintaining the IT infrastructure and ensuring satisfaction. You will troubleshoot, diagnose, and resolve hardware and software issues, ensuring optimal system performance and user satisfaction. This role requires strong technical skills, excellent problem-solving abilities, and a customer-centric approach

Job Role and Responsibilities:

Key Responsibilities:

On-Site Support:

• Travel to client sites to provide in-person technical assistance.
• Install, configure, and upgrade computer hardware and software.
• Troubleshoot and resolve a wide range of IT issues, including network connectivity, printer problems, and software malfunctions.
• Audio and Video equipment Support including Health Checks
• Asset Management & Disposal
• Data recovery and backup solutions

Problem Diagnosis and Resolution:

• Utilize diagnostic tools and techniques to identify the root cause of technical problems.
• Implement effective troubleshooting strategies to resolve issues promptly and efficiently.
• Escalate complex issues to higher-level support teams as needed.
• Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.
• Coordination with IT Network and Unified Communications team and dispatch vendor technicians to install network equipment, coordinate with Client’s third-party suppliers for issues/repair of circuits and RMA.
• Eyes, hands, and feet support for network issues including setup, installation and supporting the configuration as needed, testing circuits, connectivity, and validation of network equipment.
• Coordinate with external vendors for dispatch support.

Asset Management:

• Inventory and Asset Management – Depot Operations
• Ensure proper handling and disposal of IT assets.
• Shipping coordination, Disposal, redeployment, and Asset reclaim including the equipment in Telco rooms.
• Hardware Refresh, Depot Services support, Warranty and Out-of-warranty repair and replacement coordination

Network Management

• Streamline network operations by coordinating with ITNUC teams to schedule efficient installations.
• Proactively address circuit issues and facilitate repairs in partnership with clients' third-party suppliers to minimize downtime.
• Implement and maintain meticulous cable management practices to ensure optimal network performance and aesthetics.

Customer Service:

• Interact with clients in a professional and courteous manner.
• Clearly communicate technical information to non-technical users.
• Document all service requests, resolutions, and client interactions.
• Executive (VIP) Support – Work on the issue/troubleshooting remotely with diligence.
• Act and update the tickets timely with clear information to avoid ticket escalations.
• Daily follow up on the tickets pending for customers or vendors.
• Document the troubleshooting steps followed, reasons for pending or transferring to another queue clearly.
• Resolve tickets within the SLA, with confirmed resolution to avoid any tickets getting reopened.
• Continued focus on keeping the backlog of tickets low and achieve higher productivity (on average 4 or more tickets per day).

Qualifications:

An ideal candidate to have:

• 3-5 years of hands-on experience providing IT support in deskside, remote desktop, 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.
• Technical Certifications
• Prior experience in Telcom industry as Field Services Technician will be an advantage.

Hardware Expertise:

• Computer Assembly and Repair: Building, upgrading, and repairing desktops, laptops, and servers.
• Peripheral Device Installation: Setting up printers, scanners, external hard drives, and other devices.
• Hardware Troubleshooting: Diagnosing and resolving issues with hardware components like motherboards, CPUs, RAM, and power supplies.
• Mobile Device Repair: Fixing cracked screens, battery replacements, and other hardware issues for smartphones and tablets – good to have skill.
• Audio Video Equipment: Basic understanding of AV equipment connections.

Software Proficiency

• Operating System Installation and Configuration: Installing and configuring Windows, macOS, and various Linux distributions.
• Software Installation and Troubleshooting
• Driver Installation and Updates: Installing and updating device drivers to ensure optimal performance.
• Data Recovery: Recovering lost data from damaged hard drives, SSDs, and other storage devices.

Networking Knowledge:

• Network Setup and Configuration: Configure network devices, including routers, switches, and Wi-Fi access points.
• Network Troubleshooting: Diagnosing and resolving network connectivity issues, such as slow internet speeds, Wi-Fi problems, and network security threats.
• Cable Management: Organize and label cables to ensure efficient airflow and accessibility.

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.

Time Management:

• Efficient time management to meet deadlines and optimize work schedules.

Additional Requirements:

• Valid driver's license and reliable transportation.
• Ability to lift and carry heavy equipment.
• Ability to use ladder for troubleshooting access points and cabling.
• Willingness to work flexible hours, including occasional evenings, weekends, and holidays.
• Up to 30 -40% country wide travel.
• 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