Information Technology Field Technician

HCLTech; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

HCLTech seeks a seasoned on-site IT/OT support engineer in Austin, TX to ensure seamless operations at client sites. You will act as the primary contact for local IT/OT issues, perform hands-on triage, and coordinate with remote teams for escalations.

Responsibilities include incident management (P1/P2), daily site walkthroughs, preventive maintenance, and coordination with L2/L3 teams and vendors. The role requires strong Windows/macOS troubleshooting, ITIL/ServiceNow familiarity, and excellent

Qualifications

• Minimum 5-7 years hands-on deskside/onsite IT engineer experience.
• Strong Windows (Win10/Win11) and Mac OS X troubleshooting.
• Hands-on support for network and data center hardware.
• Familiarity with IT-OT systems (SCADA, PLC, HMI) and industrial networking.
• Experience with ServiceNow for SLA tracking and ticket management.
• Knowledge of RFID/RF scanners and industrial label printers (e.g., Zebra).
• Understanding of virtualization, networks, storage, backups, VMs and cloud tech.
• Ability to handle unforeseen issues and ITIL concepts.

Responsibilities

• Act as Site SPOC for incidents and coordinate with the Critical Incident Manager.
• Triaging and assigning site alerts/incidents; provide hands-on support where needed.
• Perform on-site maintenance and preventive checks to ensure health of IT systems.
• Maintain site knowledge base and update manuals.
• Bridge between L2/L3 teams and business stakeholders; shadow dispatch engineers.
• Attend operations meetings and site reviews with site SPOC and vendors.

Skills

Deskside support

MS Windows troubleshooting

Mac OS X support

Network & DC hardware

ITIL/ServiceNow

RF scanners & printers

Virtualization & Cloud

Vendor coordination

Customer communication

Tools

ServiceNow

BMC Remedy

Zebra printers

Job description

• Provide dedicated on-site IT/OT support, ensuring seamless operations, rapid incident resolution, and proactive maintenance at sites. Act as the primary point of contact for all local IT/OT issues and coordinate with remote teams for escalations.

Responsibilities: -

Incident Management & Resolution:

• Act as Site SPOC for critical incidents (P1/P2) and coordinate with the Critical Incident Manager.
• Perform triage and assignment of site alerts/incidents.
• Provide hands-and-eyes support for break-fix issues that cannot be resolved remotely.
• Adhering to SLAs agreed in the Scope
• ITIL Processes awareness and adhering to ITIL process workflow.

Site Operations & Preventive Maintenance:

• Conduct daily site walkthroughs and routine checks.
• Maintain site-specific knowledge base and update manuals.
• Performs routine maintenance and preventive checks to ensure the health of critical IT systems
• Assist in planned change management activities requiring on-site presence.
• Bridge between L2/L3 support teams and business stakeholders.
• Engage and ... IT issues impacting business operations.
• Coordinate and shadow dispatch engineers during work completion.
• Reporting to the Track Lead / Team Lead at Site
• Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to
• resolve those problems
• Troubleshooting technical issues
• Attends operations related meetings.
• Site review & meetings with site SPOC.
• Meetings with vendors, OEMs on open actions

Required Skills / Qualifications:

• Minimum 5-7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation (Win10 / Win11 / MAC OS X) and troubleshooting skills.
• Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipment/Devices
• Familiarity of IT-OT systems (SCADA, PLC, HMI), industrial networking, Windows-based engineering workstations.
• ServiceNow for SLA tracking and ticket management.
• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
• Hands on experience in handling Data center hardware.
• Good knowledge on Virtualization, Network, Storage servers, backups, VMs, and Cloud technology.
• Able to handle unforeseen situations.
• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.
• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
• Handle operations and customer requirements as per process and agreed SOW.
• Possible rotational shifts.

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)
• Coordination with HCL internal teams, stakeholders, and vendors
• Good working knowledge of MS OFFICE
• Should have a great customer handling skill
• Can drive HCL's value and its methodology
• Ability to adjust to evolving processes

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.