Field IT/OT Technician – On-Site Support

HCLTech; Westlake (OH); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

Public Holidays

Job summary

HCLTech is seeking an experienced on-site IT/OT support engineer in Westlake, OH, to manage incidents, perform triage, and provide hands-on resolution for break-fix issues. The role demands strong Windows/macOS troubleshooting, ITIL familiarity, and coordination with L2/L3 teams to ensure business continuity.

Daily site walkthroughs, preventive maintenance, and vendor coordination are essential. Occasional travel, on-call duties, and collaboration with Security/Operations teams are expected.

Qualifications

• 5–7 years hands-on deskside/on-site support experience.
• Strong MS Windows (Win10/Win11) and macOS troubleshooting.
• Experience supporting network and data-center equipment.
• Familiarity with IT-OT systems (SCADA, PLC, HMI) and industrial networking.
• ServiceNow for SLA tracking and ticket management.

Responsibilities

• Act as Site SPOC for critical incidents and coordinate with the Critical Incident Manager.
• Perform triage and assignment of site alerts/incidents.
• Provide hands-and-eyes support for break-fix issues onsite.
• Adhere to SLAs and ITIL processes.
• Conduct daily site walkthroughs and preventive checks.
• Coordinate and shadow dispatch engineers during work.
• Report to Track Lead / Team Lead at Site.

Skills

Onsite support

Deskside support

Windows 10/11

MAC OS X

Networking & datacenter

ITIL / ServiceNow

Vendor coordination

Communication skills

Tools

ServiceNow

BMC Remedy

Virtualization

VMware

Networking hardware

Storage systems

RF scanners

Printers Zebra

Job description

HCLTech is seeking an experienced on-site IT/OT support engineer in Westlake, OH, to manage incidents, perform triage, and provide hands-on resolution for break-fix issues. The role demands strong Windows/macOS troubleshooting, ITIL familiarity, and coordination with L2/L3 teams to ensure business continuity.

Daily site walkthroughs, preventive maintenance, and vendor coordination are essential. Occasional travel, on-call duties, and collaboration with Security/Operations teams are expected.