IT Support on site- Bilingue

HCL Technologies Limited; Región Centro; On-site; MXN 420,000 - 660,000; Full time

Benefits offered by this job

Life insurance

Major medical

Minor medical

Savings fund

Food vouchers

30 days bonus

Vacation days

Job summary

HCL Technologies Limited is seeking an IT Support Specialist for on-site desktop and infrastructure support. You will partner with Customer IT design teams and the Level 1 Service Desk to deliver 24x5 on-site support, including IMAC/D activities and VIP user assistance.

Responsibilities include Windows OS troubleshooting, AD administration, Intune, Office 365, Azure MFA, hardware diagnostics, and documentation in the ITSM system. Strong analytical and teamwork skills are required.

Qualifications

• Bachelor’s degree in IT or Computer Science preferred.
• 5 years combined experience in desktop and infrastructure support.
• Strong analytical and problem-solving skills.

Responsibilities

• Primary desktop support for Windows OS, MDM, video conferencing, and L3 application teams.
• Troubleshoot issues; gather data and perform GAP analysis for global end users.
• Maintain consistent processes across the Customer enterprise environment.
• Follow directions from team leads and document status in ITSM.
• Document recurring issues and cases in the knowledge base.

Skills

Windows OS support

Active Directory

Mobile Device Mgmt

Office 365

Azure MFA

ITSM documentation

Networking basics

VM/Imac/D support

Education

Bachelors in IT or CS

Tools

Intune

Windows registry

Job description

HCLTech is a global technology company, home to more than 218,000 people across 59 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. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

HCL is looking for a IT Support Specialist on site with below requirements:

Overview:

This position is for an experienced technician on the Desktop Support team responsible for partnering with both Customer IT design teams and Level 1 Service Desk and other support groups to provide support for core infrastructure and desktop technologies standard to Customer’s operating environment.

Deliver 24x5 on-site technical support across IT locations, including Break & Fix, IMAC/D activities, preventive maintenance, and VIP user assistance. Services also cover meeting room equipment checks, Mobile devices, server/network “hands & eyes” support, and PC refresh.

Responsibilities for this position may include but are not limited to:

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and Customer L3 application teams.
• Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
• Ensures consistent processes, procedures and technologies are utilized across Customer enterprise environment.
• Understand and follow direction provided by the Application and System Services team leads and managers.
• Document recurring issues in the Customer Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Customer ITSM system
• Follow the Customer critical incident process

Required Qualifications:

• Bachelor’s degree in IT or Computer Science preferred
• Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:
• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration and Infrastructure Design
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office Suite (2010/2016) advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Macs
• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune
• Printers
• Office 365
• Understand and troubleshoot Azure MFA
• Desktop imaging
• Experience in desktop and notebook hardware, operating systems and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills
• Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of Customer business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
• Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.
• Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans and regional IT needs vary among Customer and the impact this may have on service delivery globally, regionally, locally. Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.

Preferred Qualifications:

• Microsoft Certified Professional
• Microsoft Certified Solutions Expert (Messaging; SharePoint)

What we offer:

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund (up to MXN $4,300 monthly)
• Food vouchers (up to MXN $3,300 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 as dictated by law.