Deskside support Engineer (f/m/d)

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.

Your Job:

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Install, upgrade, support and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Provide support for on-call escalations and conduct root cause analysis of given issues.
• Independently resolve tickets within agreed SLA for ticket volume and time.
• Adhere to quality standards, regulatory requirements, and company policies.
• Work on value-adding activities such as knowledge base update & management, training freshers, and coaching analysts.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Your profile:

• Basic knowledge of Mac operating system to support Apple PC users.
• Broad experience in IT with basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• Ability to work in a project-based environment requiring flexibility and teamwork.
• Must have the ability to lift 50 pounds or 22.5 kilograms.
• Minimum B2 in German language proficiency and a valid driving license.

We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting