Field Support Technician

HCL Technologies Limited; Augusta (ME); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Pharmacy benefits

Life insurance

Disability insurance

Employee assistance program

401(k) retirement plan

Paid time off (PTO) 10 days

10 paid holidays

Job summary

HCL Technologies Limited is seeking a Field Service Technician to provide on-site support for end-customer IT devices and HCLTech issued vans. You will be responsible for safety, maintenance, installation, configuration, and on-site repairs at stores and brand sites.

This role requires travel to sites, adherence to SLAs, and proactive reporting of vehicle and device issues. The company offers comprehensive benefits including medical, dental, vision, and retirement plans.

Responsibilities

• Fully responsible for the Safety and Maintenance of HCLTech issued VAN in adhering to HCLTech’s policy and process
• Fully responsible for the safety of End Customer IT Devices assigned to you to support users/stores
• Load End customer approved IT Devices in your HCLTech issued VAN and keep them safe
• Park HCLTech issued VAN in your Home in adhering to Local County/State Government rules and Guidelines
• Drive HCLTech provided VAN to work and keep it safe along with
• Constantly report to your Manager about the Vehicle Condition and get it repaired at designated locations directed by HCLTech
• Install, configure, and maintain Devices at stores and other sites
• Perform onsite Device maintenance, updates, or configuration changes
• Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose)
• Provide technical support and setup during special events such as grocery store openings
• Provide onsite technical assistance for Devices in adherence to HCLTech agreed Service Levels (SLAs)
• Perform grand opening standby support
• Perform security sweeps, including validating items are compliant and remediating as needed
• Travel to Brand Sites/sites to restore functionality of failed Device including troubleshooting, exchange, reconfigure
• Break-Fix Maintenance Field Service Responsibilities including on-site repair, parts replacement, and post-repair procedures
• On-call Support & Overtime as per policy; document and report overtime and on-call details
• Act as backup technician to other Tech I/II and coordinate with Service Leader guidance
• Refer to attached documents to understand HCLTech deliverables and SLAs for Field Support Services

Job description

• Fully responsible for the Safety and Maintenance of HCLTech issued VAN in adhering to HCLTech’ s policy and process
• Fully responsible for the safety of End Customer IT Devices assigned to you to support users/stores
• Load End customer approved IT Devices in your HCLTech issued VAN and keep them safe
• Park HCLTech issued VAN in your Home in adhering to Local County/State Government rules and Guidelines
• Drive HCLTech provided VAN to work and keep it safe along with
• Constantly report to your Manager about the Vehicle Condition and get it repaired at designated locations directed by HCLTech
• Install, configure, and maintain Devices at stores and other sites
• Perform onsite Device maintenance, updates, or configuration changes
• Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose)
• Provide technical support and setup during special events such as grocery store openings
• Provide onsite technical assistance for Devices in adherence to HCLTech agreed Service Levels (SLAs)
• Perform grand opening standby support
• Perform security sweeps, including validating the following items are compliant, and remediating as needed:
• All EFT PinPads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices.
• All EFT PinPads have privacy shields. If devices are missing please notify store manager to place order via Bunzl.
• All Ethernet Ports in common areas are secured with port blockers; Common areas include customer facing areas and open associate areas such as Deli, Produce, Bakery, Meat, etc.
• All Customer Facing PC USB Ports are secured with port blockers.
• All Open/Unlocked Kiosks are secured with port blockers.
• Validate that the EFT lock key is in the lock and secured to lanyard
• Travel to Brand Sites/sites to restore functionality of failed Device including below, but not limited to, the following:
• Troubleshooting to repair or replace
• Exchange
• Reconfigure
• Ship parts to and from the Location

Perform remedial Support activities for Devices, when required. Such remedial Support activities include:

• Return the defective Device as to Normal Operations according to OEM standards or per instructions
• Perform remote diagnostics with the Supported User
• Provide all necessary labor to repair or Restore Device to Normal Operations
• provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for Devices
• Conduct Parts & Sparing validation, including end-user profile updates, Device Parts & Sparing Tag check, model and serial number check, Location, etc.
• Advise the Supported User, before a Device Maintenance request is complete, of the status of work being performed and provide future avoidance or Maintenance tips to prevent additional Problems
• Provide service personnel who are fully trained in direct Support of their product on the Devices they Support
• Update the CMDB and AMS with the correct Device, logistics, and warranty information
• Report to all deviations from the Device Management System and from Policies that are discovered during Incidents via a jointly developed communications process
• Report to any non-standard hardware or Software discovered
• Conduct ongoing analysis of Device Maintenance and call history to track service trends
• Conduct monthly Device performance reviews and trend analysis
• Manage and act as single point of contact for Service Provider Agents, Device warranty providers, and other Third Party Providers identified
• Provide advanced notification to management of required OEM Device Upgrades or replacements
• Provide shared users orientation on prevention of same Problem, when applicable
• Validate Device Management fields including end-user profile updates, Device Tag, make, model, serial number, Location, etc., and update if necessary
• Report to all deviations from the CMDB and AMS and from Policies that are discovered during the on- Location Support
• Cabling Standards – Perform cabling and inside wiring work in adherence to cabling standards, that shall be provided to you by HCLTech from time to time

Break-Fix Maintenance Field Service Responsibilities. In the event that your are notified of a fault, you shall:

• Provide in person, on-site support for completion of a repair
• Follow protocol for entering the applicable site for support, which may include providing credentials including Incident number and authorizations
• Repair/replace faulty Devices
• Replace Devices (or parts thereof) with the same Devices configuration as the part or piece of Devices that is to be replaced
• Replace defective parts according to the applicable OEM’s recommendations
• Reload or update the appropriate Devices software such as Operating System (OS) and configurations as necessary to make Devices available for remote configuration
• Label any device according to requirements regarding information to be captured on the label
• Affix an Device tag to the replaced Devices when provided to Service Provider’s engineer
• Support documentation and documented repair closure activities as defined in the Process and Procedures Manual
• After completing the repair/replacement and testing, remove any refuse such as boxes and wires and leave the communications room or work area as he/she found it. Als, you shall put the refuse in an designated site.
• After the completion of the repair/replacement and testing, you shall complete the return merchandise authorization (“RMA”) process, including returning the defective item of Devices to the OEM or other vendor as applicable.
• On-call Support & Overtime support
• Provide on-call support as per HCLTech Leaders in adhering to HCLTech Policy and Procedures
• Perform Overtime support only with Preapproval by your Manager
• Record and Report your Overtime and On-call support details to your Manager accurately
• Team Coordination and Collaboration as Backup Technician
• Act as a backup technician to other Tech I/Tech II in your area/region and follow the direction of HCLTech Leader
• Refer the below attached documents to understand HCLTech’ s deliverables and SLAs for Field Support Services, you are responsible to deliver them under the supervision of one of more HCLTech Leader

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.