Field Support Technician

HCLTech; Florence (SC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech is seeking an Onsite Support Technician with 1–3 years of technical experience to deliver high-quality end-user support on-site. You will install and configure desktops, laptops, mobile devices, and peripherals, perform updates and software installations, and ensure issues are resolved promptly within defined SLAs.

You will coordinate with hardware vendors, support on-site events, and assist with security/compliance tasks and disaster recovery.

Qualifications

• 1–3 years of technical support experience or equivalent.
• Experience providing customer-facing end-user support is required.

Responsibilities

• Provide customer facing end-user support that includes desktop, laptop, mobile device, and peripheral setup and configuration.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users and ensure timely resolution of tickets within SLAs.
• Coordinate with vendors for hardware service and warranty repairs.
• Support onsite events, site setup, and AV coordination as needed.
• Participate in security/compliance tasks such as access reviews and risk assessments.

Skills

End-user support

Ticketing

On-site support

Vendor coordination

Job description

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

• Provide customer facing end-user support that includes:
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to End Users.
• 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.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events 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.

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.

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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.