Field Service Technician

HCL Technologies Limited; Social Circle (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement plan

Paid time off (PTO)

Paid holidays

Job summary

HCL Technologies Limited is seeking a Field Engineer to manage and support the workplace environment, handling incidents, requests, and moves. You will interact with customers to deliver effective services, coordinate with IT Operations and external providers, and document actions in ServiceNow.

The role includes asset management and reporting responsibilities. This on-site position requires basic to enhanced IT skills, including hardware, software deployment, AD, and ITIL/process knowledge,

Qualifications

• General IT knowledge: ServiceNow, Active Directory, basic network concepts.
• Strong communication in English (written and spoken).
• Experience with desktop/laptop hardware and peripherals troubleshooting.

Responsibilities

• Handle IT incidents and requests by phone, remote access, mail and on-site.
• Resolve incidents and document actions in approved service desk tool (ServiceNow).
• Rollout and implementation of IT equipment (PCs, phones, iPads, etc.) with quality checks.
• Support and deployment of workplace applications and software.
• Interface between IT Operations, customers and external IT providers.

Skills

Troubleshooting

Hardware knowledge

English proficiency

Desktop/Laptop/Printers

Video conferencing

Networking basics

Security awareness

Tools

ServiceNow

Active Directory

Microsoft Visio

Job description

The Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments.

IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via

attendance in person.

Resolving (fulfilling) incidents (support requests) and document the actions in an approved service

desk tool (ServiceNow).

Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile

phones and so on) incl. quality check. Basic understanding of Device Server Management

Support and implementation/deployment of applications and other workplace software

Moves and changes support.

Interface between IT Operations, customers and external IT-Service-provider.

Inventory and asset management and care of hardware

Reporting and management tasks:

Enhanced processing of incident and support requests in defined cases. Manage escalation to senior

managers as required

Observance of processes, internal requirements and service level agreements.

Customized reporting of adherence to service level agreements as agreed.

Knowledge management and information sharing with colleagues. Maintain suitable Knowledge

Base.

Required skills:

General:

Ticket system Service Now

Basic understanding of Active directory

Troubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices

Communicative, friendly, and reliable

Good level of spoken and written English

Basic Technical skills:

Microsoft Office 365

Windows 10/11

Microsoft Visio

Hardware (PC/Notebooks/Printers)

Security know how

Enhanced Technical skills:

Structure and functionality of IT networks and the components (basic)

Microsoft Active Directory

ITIL or process knowhow

IT Security

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.