Field IT Engineer: Deployments & On-Call Support

HCLTech; Tucker (GA); On-site; USD 55,000 - 85,000; Full time

Job summary

HCLTech is seeking an IT Support professional in Tucker, GA to respond to Level 1 escalations and resolve complex issues across hardware, Windows/macOS, collaboration tools, and enterprise apps. You will perform IMAC activities, OS deployments, and endpoint provisioning following SOPs and customer requirements.

You will work with SMEs, network teams, vendors, and internal leadership to diagnose problems, maintain ServiceNow ticket hygiene, document incidents and changes, and travel up to 10%

Qualifications

• Strong troubleshooting across hardware, Windows/Mac OS, networking basics, imaging tools, Autopilot, and endpoint management platforms.
• Working knowledge of ITIL processes and ServiceNow.
• Excellent communication, customer service, and documentation skills suited for internal support.
• Ability to work independently across remote environments with minimal supervision.
• Strong organizational skills and ability to manage multiple priorities in fast-moving field conditions.
• Bachelor’s degree in IT/CS or related field preferred.
• Minimum 3 years of IT support experience, ideally in field service or customer-facing roles.
• Certifications in ITIL, Microsoft, Cisco, CompTIA are a plus but not mandatory.

Responsibilities

• Respond to Level 1 escalations and resolve complex IT issues.
• Troubleshoot hardware, Windows/macOS, collaboration tools (Outlook, Teams), enterprise apps, and networking issues.
• Maintain ServiceNow ticket hygiene with notes, logs, and status updates.
• Perform IMAC activities for supported systems and equipment.
• Conduct OS deployments, patching, configuration updates, and endpoint provisioning per SOPs.
• Provide hands-on support for LAN/WAN connectivity, telecom/VoIP, LIS/BIS laboratory instruments, and facility IT systems.
• Participate in IT projects, migrations, refresh cycles, and hardware/software rollouts.
• Collaborate with SMEs, network teams, leadership, vendors, service providers.
• Maintain detailed documentation for incidents, SOPs, changes, and customer records.
• Travel up to 10% within the region; on-call rotation; extended hours during outages.

Skills

Hardware troubleshooting

Windows/macOS

Networking basics

Autopilot

Endpoint management

ITIL processes

ServiceNow

Communication

Documentation

Independence

Multitasking

Education

Bachelor’s degree in IT/CS

Tools

Imaging tools

Job description

HCLTech is seeking an IT Support professional in Tucker, GA to respond to Level 1 escalations and resolve complex issues across hardware, Windows/macOS, collaboration tools, and enterprise apps. You will perform IMAC activities, OS deployments, and endpoint provisioning following SOPs and customer requirements.

You will work with SMEs, network teams, vendors, and internal leadership to diagnose problems, maintain ServiceNow ticket hygiene, document incidents and changes, and travel up to 10%