Field Service Technician

HCLTech; Phoenix (AZ); On-site; USD 35,000 - 66,000; Full time

Job summary

A leading technology company is looking for an Onsite Support Technician in Phoenix, AZ. The role entails managing a team of technicians to deliver high-quality technical support and ensuring compliance with service level agreements. Candidates should have a minimum of 3 years of technical experience, excellent customer service skills, and a proactive approach to managing technical issues.

Benefits

Competitive salary and benefits package

Opportunities for professional growth and development

Supportive and collaborative work environment

10 days of paid time off (PTO) per year

10 paid holidays per year

Qualifications

• Minimum 3+ years of technical experience providing user support.
• Experience managing teams of technicians.
• Strong customer service skills.

Responsibilities

• Manage a team of 25-30 technicians across locations.
• Ensure service level agreements are adhered to.
• Provide onsite technical assistance to end users.

Skills

Technical expertise

Team Management

Customer Service

Security Compliance

Education

3+ years of technical experience

Job description

This range is provided by HCLTech. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$35,000.00/yr - $66,000.00/yr

As a member of the Field Service Operations team, the candidate will provide high quality support, technical expertise, and timeliness. This position requires Manager to track team progress by creating plans and strategies while following through to ensure they have implemented agreed-upon tips and tools. Their responsibilities encompass coordinating field operations, training teams, managing inventory, and ensuring excellent customer service. The candidate will also provide hands and eyes support to other IT teams including Audio Visual, Network, and Servers.

Job Description

As an Onsite Support Technician with minimum 3+ years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

• Manage a team of 25-30 technicians across locations

• Manage the reporting of SLAs, Adherence of SLA and contract

• Manage shift and shift planning including on call roster

• Enable the team with training and development

• Ensure security compliance

• Ensure sufficient inventory level is managed across locations

• Ensure all service request and incidents are resolved before agreed service levels

• Plan and execute any move request or project work

• Lead the team by providing technical and process assistance to below activities

• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks

• Perform onsite updates, Configuration changes, or Software installations.

• Provide onsite technical assistance to end users by visiting their desk location

• 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

• Provide IT support for on-site 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
• Competitive salary and benefits package
• Opportunities for professional growth and development
• Supportive and collaborative work environment

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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