Field Service Technician

HCL Technologies Limited; Northlake (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off (PTO)

Paid holidays

Job summary

HCL Technologies Limited is seeking an experienced deskside/onsite IT engineer to provide end-user support across offices and shopfloor OT environments. You will troubleshoot hardware/software, support printers, scanners, and rugged devices, and act as the primary IT owner at the site.

Strong knowledge of SCCM/Intune/AD/JAMF and ITIL processes is required. Travel to other sites may be needed; on-call during non-business hours could be required based on demand.

Qualifications

• Minimum 7 years deskside/onsite IT experience in corporate environments.
• Strong Windows and Mac OS X installation and troubleshooting skills.
• Hands-on support for network equipment and data center devices.
• Solid desktop hardware, software, and networking knowledge.
• Experience with iOS/Android handhelds and rugged devices.
• Knowledge of SCCM, Intune, AD, and JAMF management tools.
• Familiar with RF scanners and Zebra printers.
• OT technology awareness including PLCs and manufacturing IT.
• ITIL concepts and ticketing workflows (ServiceNow, etc.).

Responsibilities

• Set up and troubleshoot printers, phones, and OT devices at sites.
• Diagnose hardware/software issues and restore connectivity.
• Provide front-line IT support for shopfloor and OT environments.
• Act as primary site IT owner and coordinate with broader team to minimize downtime.
• Handle tickets in ServiceNow and document resolutions as KB articles.
• Maintain data closets and perform daily health checks of infrastructure.
• Coordinate with IT/OT vendors to keep sites operational.
• Communicate critical issues to stakeholders and drive end-to-end resolution.

Skills

Deskside support

Windows/macOS

Network & data center

Desktop hardware

Mobile device support

OT tech awareness

Active Directory

Documentation & KB

Communication skills

Tools

SCCM

Intune

AD

JAMF

ServiceNow

Bomgar

WebEx

Live Meeting

RF scanners

Job description

Job Responsibilities

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Smart hands Support on Operational Technology (OT) environments including PLCs, manufacturing plant IT systems, flat-network devices, and industry-grade peripherals (e.g. Zebra label printers, RF scanners, rugged tablets).
• Act as the primary IT owner / ‘Face of IT’ at site — proactively identify, escalation, and drive resolution of issues with the broader HCLTech team to minimise downtime.
• Shopfloor environment Support : Provide frontline support for hardware and software issues on desktops, laptops, notebooks, mobile devices (iOS/Android), rugged devices, tablets, printers, RF scanners, and peripherals, used in the shopfloor environment
• Manage and maintain the data closets, ensuring cleanliness and supervision of activities being performed in there.
• Perform daily health check and reporting on critical IT infrastructure hardware and servers at their respective sites.
• Coordinates with IT and OT vendors and ensures the site is up and running.
• Communicate and update to all stakeholders on critical items and issues related to IT.
• Drives critical issue resolution at site -Lead site P1s, work closely with larger HCL team and drive end to end accountability to ensure timely resolution with least downtime at site.
• Improves and maintains customer and employee satisfaction
• Performing asset inventory on IT and Infra devices when needed.
• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.
• Handling tickets/requests on ServiceNow, to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
• Create documentation for processes and procedures of day-to-day work. Creating KB articles.

Required Skills / Qualifications

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.
• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
• Knowledge of windows Image build process and SCCM deployments
• Good knowledge on SCCM, Intune, AD and JAMF
• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
• Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc
• Experience in handling managed print services , corporate / network printers.
• Good understanding of Audio/Video equipment and conference room setup.
• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge.
• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
• Able to handle unforeseen situations.
• High level of acceptance
• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.
• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).

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.