Field Service Technician

HCLTech; Carol Stream (IL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech is seeking an Onsite Support Technician to deliver hands-on IT support to end users at our site locations in the United States. Responsibilities include installing and configuring desktops, laptops, mobile devices, and peripherals, performing onsite updates and software installs, and providing rapid on-site assistance to users.

The role requires coordinating with vendors and Level 3 teams to ensure service delivery and security/compliance tasks.

Qualifications

• 1–3 years of hands-on IT support experience.
• Strong customer service and communication skills.
• Ability to work onsite and respond to incidents promptly.

Responsibilities

• Provide customer facing end-user support that includes: troubleshoot and resolve issues.
• Install and configure desktops, laptops, mobile devices, and peripherals and related software.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could adversely impact end user experience and follow through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined SLA.

Skills

Desktop support

End-user support

On-site support

Ticket management

Vendor coordination

Job description

As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

• Provide customer facing end-user support that includes:
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to End Users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis.

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.