Field Service Technician

HCLTech; Minneapolis (MN); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off

Job summary

HCLTech in Minneapolis is seeking a Technical Support Engineer to provide day-to-day desktop support to end users, install and deploy hardware, and resolve issues across Windows and Mac OS environments. You will work with ServiceNow tickets and coordinate with the security/network teams as needed.

You will handle imaging/deployment using WDS/MDT/SCCM/AutoPilot, manage inventory, and ensure SLA compliance while maintaining positive relationships with colleagues and customers.

Qualifications

• Proven work experience as a Technical Support Engineer or Desktop Support Engineer
• Proven experience with Windows/Mac OS environments
• Ability to diagnose and troubleshoot technical issues
• Excellent problem-solving and communication skills
• Graduate in Information Technology, Computer Science or relevant field
• A+ or similar certification is a plus

Responsibilities

• Provide day-to-day desktop support to end users
• Research, diagnose, troubleshoot and resolve system issues on laptops and desktops
• Build and deploy end-user hardware from tablets to desktops
• Manage starters and leavers with the Site Lead
• Own tickets and tasks in ServiceNow
• Provide prompt and accurate feedback to customers
• Document knowledge in notes and manuals
• Maintain positive relationships with team and customers

Skills

Windows OS

Mac OS

Hardware troubleshooting

ServiceNow

Imaging/deployment

WDS/MDT/SCCM/AutoPilot

Azure/Intune

Active Directory

Printer support

Office 365

Networking basics

Vendor coordination

Education

Bachelor's in IT/CS

A+ or similar certification

Tools

ServiceNow

HP OpenView

Job description

• Provide day to day desktop support to the End Users. Researching, diagnosing, trouble shooting and identifying solutions to resolve system issues on Laptop and Desktops on both OS & Hardware.
• Maintaining stock levels of equipment and inventories
• Building and deploying end user hardware; from tablets and phones through to laptops and desktops.
• Working closely with wider team and Site Lead to manage starters and leavers in local sites.
• Taking a proactive ownership of Tickets and Tasks assigned using ServiceNow.
• Asking customers targeted questions to quickly understand the root cause of the problem.
• Track computer system issues through to resolution, within agreed SLAs.
• Providing support to Associates through a series of actions, email or chat, until they’ve solved a technical issue.
• Properly escape unresolved issues in a timely manner to appropriate internal teams (e.g. security/network/systems teams)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships within the team and customers

Technical Skills:

• Good knowledge of Windows client OS’ including, Windows 8 & 10.
• Knowledge of Windows Imaging/OS deployment using tools like WDS/MDT/SCCM/AutoPilot.
• Knowledge of Azure, especially intune and AAD.
• Experience of data center management, including tape back up management.
• Hands-on experience on Hardware Troubleshooting skills and log the call with Vendor for hardware replacement.
• Knowledge on SCCM, Encryption software, VPN applications
• Good knowledge on system troubleshooting and application troubleshooting (Event log check, disk space checks and error/failure logs etc).
• Good knowledge of Active Directory (DHCP, DNS and OU/GPO).
• Good Knowledge of Macintosh platform and application installation.
• Good knowledge of Microsoft Office Products (Office-365/Office 2013).
• Good knowledge of Network concepts (VLANs, VPN, LAN, WAN & Wi-Fi)
• Basic skills on Printer support.
• Conference Room Audio & Video support.
• Good interpersonal skills.
• Worked on ticketing tool eg SNOW, HP OpenView.

Requirements

• Proven work experience as a Technical Support Engineer or Desktop Support Engineer
• Proven experience with Windows/Mac OS environments.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal to non-technical staff
• Graduate in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft or similar technologies is a plus
• A+ or similar certification

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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); 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.