Field Service Technician

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Life insurance

Disability insurance

Employee assistance program

Job summary

HCLTech is seeking a Field Engineer to support the Workplace function by delivering IT support services to customers, both remotely and on-site in Georgia. The role involves incident handling, device rollout, and collaboration with IT Operations and external providers.

The candidate will troubleshoot desktop/laptop, printers, and video conferencing equipment, with emphasis on ServiceNow ticketing, AD basics, and MS 365. English proficiency is required.

Qualifications

• Experience using ServiceNow for incident tracking.
• Strong English communication, both spoken and written.
• Basic knowledge of Active Directory and IT processes.
• Experience with Windows 10/11 and Microsoft Office 365.

Responsibilities

• Respond to incidents and service requests by phone, remote access, or on-site attendance.
• Resolve incidents and document actions in an approved service desk tool (ServiceNow).
• Rollout and implementation of IT equipment (PCs, phones, tablets) with quality checks.
• Moves and changes support for devices and software as needed.
• Coordinate between IT Operations, customers and external providers.
• Maintain hardware inventory and asset management records.

Skills

ServiceNow

Active Directory

Desktop/Laptop/Printers

Communication

English proficiency

Tools

Microsoft Office 365

Windows 10/11

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.