Information Technology Field Technician

International Erosion Control Association; Houston, Northern (TX, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

HCL Technologies is seeking an on-site IT/OT support engineer in Houston, TX. You will serve as the primary contact for local IT/OT issues, coordinate with remote teams for escalations, and perform triage for incidents.

Responsibilities include incident management, site operations, preventive maintenance, and collaboration with L2/L3 teams and vendors. Some travel and after-hours on-call may be required.

Qualifications

• 5+ years hands-on deskside/onsite IT support experience.
• Strong Windows and Mac OS X troubleshooting skills.
• Experience with networking and data centre hardware.
• Familiarity with IT-OT systems (SCADA, PLC, HMI) and industrial networking.
• ServiceNow for SLA tracking and ticket management.

Responsibilities

• Act as Site SPOC for P1/P2 incidents and coordinate with the Critical Incident Manager.
• Triage and assign site alerts/incidents and provide hands-on support when remote resolution is not possible.
• Maintain site CW knowledge base, perform preventive maintenance, and assist in change management activities requiring on-site presence.
• Bridge between L2/L3 support and business stakeholders; engage and escalate IT issues affecting operations.
• Attend operations meetings, vendor/OEM follow-ups, and site reviews; travel to other sites as needed.

Skills

Deskside support

Onsite engineer

Windows 10/11

Mac OS X

Networking hardware

Datacentre hardware

ITIL processes

ServiceNow

Virtualization

Job description

ob 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.

Collaboration & Communication:

• Bridge between L2/L3 support teams and business stakeholders.
• Engage and elevate 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
• Project support meetings

Required Skills / Qualifications:

• Minimum 5-77yrs 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 Datacentre 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.
• Strong Customer service skills
• 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 documentation skills
• 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.