Desktop Support

HCLTech; Buffalo (NY); On-site; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

A leading tech company located in Buffalo, NY, seeks a dedicated individual for a critical role involving independent ticket resolution and escalations support. Candidates must demonstrate strong customer service skills, hardware troubleshooting expertise, and the ability to work autonomously. This role offers comprehensive benefits, including medical and a 401(k) retirement plan, alongside performance-based bonuses. Candidates should have excellent time management and communication skills.

Qualifications

• Must possess a professional demeanor and strong customer service skills.
• Experience troubleshooting desktop and laptop hardware.
• Strong problem solving and critical thinking skills.

Responsibilities

• Resolve tickets independently within agreed SLA.
• Provide support for escalations and root cause analysis.
• Ensure positive customer experience through First Call Resolution.

Skills

Customer service skills

Desktop and laptop hardware troubleshooting

Problem solving

Communication skills

Time management

Attention to detail

Tools

Microsoft Office

macOS troubleshooting

Job description

Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cause analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Profile Description

• Must possess a professional demeanor and strong customer service/consulting/training skills
• Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area
• Basic understanding of networks, Intel servers and telecoms
• Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
• Strong Microsoft operating system troubleshooting skills
• Strong macOS operating system (Big Sur & above) troubleshooting skills
• Strong problem solving and critical thinking skills
• Strong written and verbal communication skills
• Must be self‑motivated and the ability to work independently with minimal supervision
• Must have excellent time management skills
• Must be detail and process oriented
• Ability to walk long distances across large facilities
• Must be able to pass a background security check
• Valid driver’s license and reliable transportation

Compensation and Benefits

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.

Disclaimer

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.