Deskside Support Technician

HCLTech; Napoleon (OH); On-site; USD 64,000 - 80,000; Full time

Job summary

HCLTech in Napoleon, Ohio seeks an experienced deskside/onsite IT/OT support engineer to ensure seamless operations, rapid incident resolution, and proactive maintenance at client sites. You will act as the site SPOC for critical incidents, triage incidents, provide hands-on support for break-fix issues, and coordinate with remote teams for escalations while adhering to ITIL processes.

The role requires strong Windows/macOS troubleshooting, network and data center hardware experience,

Qualifications

• Minimum 5–7 years hands-on deskside/onsite support experience.
• Strong Windows (Win10/Win11) and macOS troubleshooting skills.
• Experience with network and data center equipment.
• Familiarity with IT-OT systems (SCADA/PLC/HMI) and industrial networking.
• ServiceNow for SLA tracking and ticket management.
• Knowledge of RF scanners and industry printers (e.g., Zebra).
• Virtualization, networks, storage, backups, VMs and cloud tech.
• Understanding ITIL concepts and related ticketing tools.

Responsibilities

• Act as Site SPOC for P1/P2 incidents and coordinate with Critical Incident Manager.
• Triage and assign site alerts/incidents; provide hands-on support when remote resolution fails.
• Adhere to SLAs and follow ITIL process workflows.
• Conduct daily site walkthroughs and preventive maintenance checks.
• Maintain site knowledge base and update manuals.
• Assist in planned change management requiring on-site presence.
• Bridge between L2/L3 teams and business stakeholders; escalate as needed.
• Coordinate and shadow dispatch engineers during work completion.
• Report to Track Lead; manage tickets, troubleshoot issues, and document actions.
• Attend operations meetings; participate in site reviews and vendor/OEM meetings.

Skills

Deskside on-site support

Windows/macOS troubleshooting

Network and data center hardware

IT-OT systems familiarity

ServiceNow for SLA tracking

RF scanners and industrial printers

Virtualization and cloud basics

ITIL concepts and ticketing tools

Tools

ServiceNow

BMC Remedy

Zebra printers

Virtualization tech

Job description

• Provide dedicated on-site IT/OT support, ensuring seamless operations, rapid incident resolution, and proactive maintenance at sites. Act as the primary point of contact for all local IT/OT issues and coordinate with remote teams for escalations.

Responsibilities: -

Incident Management & Resolution:

• Act as Site SPOC for critical incidents (P1/P2) and coordinate with the Critical Incident Manager.
• Perform triage and assignment of site alerts/incidents.
• Provide hands-and-eyes support for break-fix issues that cannot be resolved remotely.
• Adhering to SLAs agreed in the Scope
• ITIL Processes awareness and adhering to ITIL process workflow.

Site Operations & Preventive Maintenance:

• Conduct daily site walkthroughs and routine checks.
• Maintain site-specific knowledge base and update manuals.
• Performs routine maintenance and preventive checks to ensure the health of critical IT systems
• Assist in planned change management activities requiring on-site presence.
• Bridge between L2/L3 support teams and business stakeholders.
• Engage and escal IT issues impacting business operations.
• Coordinate and shadow dispatch engineers during work completion.
• Reporting to the Track Lead / Team Lead at Site
• Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to
• resolve those problems
• Troubleshooting technical issues
• Attends operations related meetings.
• Site review & meetings with site SPOC.
• Meetings with vendors, OEMs on open actions

Required Skills / Qualifications:

• Minimum 5-7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation (Win10 / Win11 / MAC OS X) and troubleshooting skills.
• Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipment/Devices
• Familiarity of IT-OT systems (SCADA, PLC, HMI), industrial networking, Windows-based engineering workstations.
• ServiceNow for SLA tracking and ticket management.
• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
• Hands on experience in handling Data center hardware.
• Good knowledge on Virtualization, Network, Storage servers, backups, VMs, and Cloud technology.
• Able to handle unforeseen situations.
• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.
• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
• Handle operations and customer requirements as per process and agreed SOW.
• Possible rotational shifts.

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)
• Coordination with HCL internal teams, stakeholders, and vendors
• Good working knowledge of MS OFFICE
• Should have a great customer handling skill
• Can drive HCL's value and its methodology
• Ability to adjust to evolving processes

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.