Information Technology Field Technician

HCL Technologies Limited; Los Angeles (CA); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

Job summary

HCL Technologies Limited in Los Angeles seeks an Onsite Support Technician to deliver high-quality desk-side and on-site IT support. You will install desktops, laptops, mobiles, and peripherals, troubleshoot software, and maintain tickets with timely updates.

The role partners with vendors for hardware repairs and supports AV, network, and server needs. You will assist with IT security tasks, onboarding/offboarding, and urgent incident response, while collaborating with Level 3 and project teams

Qualifications

• BS/BA in Computer Science, Information Systems, or equivalent.
• 1–3 years of experience in service delivery and end-user hardware/software configuration/troubleshooting.
• Experience with various desktop systems, operating systems, and environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows OS, MS Office, VPN, local and network printing, notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• CompTIA A+ certification or equivalent.
• Willingness to travel to remote sites or clusters.

Responsibilities

• Provide high-quality onsite end-user support and desk-side assistance.
• Install and configure desktops, laptops, mobile devices, peripherals, and software.
• Perform onsite updates, configuration changes, or software installations.
• Maintain ticket queues and meet SLA targets; provide updates to end users.
• Coordinate with vendors for hardware repairs and warranty work.
• Support IT security controls, access reviews, and facility inspections.
• Collaborate with Level 3 support and project teams for service delivery improvements.
• Assist with on-site events/meetings and disaster recovery readiness.

Skills

Customer service

End-user support

Windows OS

MS Office

VPN

Network printing

Mobile devices

Desktop deployment

On-site support

Education

BS/BA in Computer Science or Information Systems

CompTIA A+ certification

Tools

Avaya phones

Nortel equipment

Cisco phones

Mitel systems

AV/Video equipment

Job description

Minimum Experience 3+ Years of Field Services/Support Technician

As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face-to-face as desk side support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network (Date and voice), and Servers.

• 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
• Provide Hand and Feet support for network data and voice devices
• Installation of IP, wireless, Analog and Digital phones (Avaya, Nortel, Cisco, Siemens, Mitel etc.)
• Configuration of phones using SOP and Phones movement.
• Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for service provider to network voice team.
• Coordination with local vendor for ISP, OEM, channel partner and different team

Desired Qualifications:

• BS/BA in Computer Science, Information systems, or an equivalent combination of education or Experience
• One to three years of experience in service delivery and End-user hardware and software Configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible for travelling to remote sites or cluster
• Provide assistance for network relates issues
• Should be able to lift weight up to 30 lbs at waist level
• Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for service provider to network voice team.
• Coordination with local vendor for ISP, OEM, channel partner and different team.

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.