Field Support Engineer

HCLTech; Rotterdam; On-site; EUR 40,000 - 52,000; Full time

Job summary

HCLTech in Rotterdam is seeking an experienced Onsite IT Support specialist to provide expert desktop and user support for accounts in a fixed-term contract. You will handle Windows 10/11 troubleshooting, hardware refreshes, and software distribution while maintaining high service levels.

Requirements include 5+ years of end-user support experience, fluent English and Dutch communication, and the ability to work onsite full-time for 12 months.

Qualifications

• Minimum 5 years' experience in increasingly complex roles supporting end users onsite.
• Excellent written and verbal communication skills in English and Dutch.
• Ability to articulate technical terms to business/non-tech users.
• Professional attitude and strong work ethic; assist other analysts when needed.
• Ability to work well under pressure and meet deadlines.

Responsibilities

• Provide expert desktop support for Windows 10/11 and related hardware.
• Support desktop, laptop, printer, AV, network, and server elements onsite.
• Manage tickets in ServiceNow and ensure SLA adherence.
• Perform hardware diagnostics, re-imaging, and equipment deployment.
• Contribute to process improvements and special projects as needed.

Skills

Customer service

Communication

English

Dutch

Problem solving

Teamwork

Tools

ServiceNow

IT asset tracking

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.

Location- 3198 NA, Rotterdam Netherlands

Job Type- Onsite for all 5 days

Employment type- Fixed term contract (12 months duration)

Language - Dutch Mandate

Job Summary

Provide expert advice and highly complex troubleshooting support for account(s) or assigned area for issues with limited or without established processes and procedures; ensures resolution or independent determines and implements plan for resolution. May act in a lead capacity in assigned areas to meet client needs or issues; acts as a member of the information management team at client sites. Designs, recommends and implements strategies for meeting client needs. Provides work direction and mentoring for less experienced personnel.

Essential Duties and Responsibilities

• Windows 10 & 11 Operating System advanced troubleshooting
• Support required in areas of Desktop Support, Laptop Services, PC refresh, Printer Support, AV, Network and Server Hands and Feet.
• Desktop support technicians to ensure that tickets are accepted, worked on and resolved within SLA.
• Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues
• Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
• Document all user requests and actions taken in ServiceNow ticketing system.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
• Re-images desktops and laptops, as needed, and deploys new equipment to end users.
• Participate in special projects as required.
• Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals including AV
• Follows set policies and procedures when assisting clients to ensure proper handling of requests
• Supports continuous improvement in the process and quality of the operations
• Provide support for escalated issues from help desk analysts

Skills and Experience

• Effective communication and interaction with clients, and colleagues and the ability to work effectively with all levels of the organization
• Excellent written and verbal communication skills of English & Dutch
• Must be able to articulate technical terms to business / non-tech savvy users.
• always Maintains a professional attitude and appearance providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed
• Ability to work well under pressure and to meet deadlines as needed
• Minimum 5 years' experience in increasingly complex roles supporting end users onsite