Information Technology Field Technician

HCLTech; New York (NY); On-site; USD 40,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Field Service Technician, where your technical expertise and commitment to exceptional customer service will shine. In this dynamic role, you will provide on-site support, install and configure devices, and troubleshoot various technical issues. Collaborate with a dedicated team to enhance service delivery and ensure a seamless user experience. This position offers the opportunity to grow in a supportive environment, where your contributions will directly impact the success of IT operations. If you are passionate about technology and enjoy solving problems, this is the perfect opportunity for you.

Benefits

Health Insurance

401(k)

Paid Time Off

Holidays

Performance Bonuses

Qualifications

• 1-3 years of experience in service delivery and troubleshooting.
• Excellent customer service and communication skills.

Responsibilities

• Provide end-user support and technical assistance.
• Manage ticket queue and coordinate with vendors for repairs.
• Support on-site events and disaster recovery situations.

Skills

Customer Service

Technical Support

Problem-Solving

Analytical Thinking

Education

BS/BA in Computer Science

CompTIA A+ certification

Tools

Windows OS

MS Office

VPN

Network Printing

IP Phones (Avaya, Nortel, Cisco)

Job description

This range is provided by HCLTech. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$40,000.00/yr - $75,000.00/yr

Direct message the job poster from HCLTech

Talent Acquisition Executive | MBA in Human Resources Management

Minimum Experience 1-3 Years of Field Services/Support Technician

As a member of the Field Service Operations team, the candidate will provide high quality support with excellent customer service, technical expertise, and timeliness. This position involves frequent face-to-face contact with end users, peers, and managers, primarily providing desk side support for service requests and on-site problem resolution. The candidate will work collaboratively within a team environment to resolve customer issues and support other members of the Site Services department. Additionally, the candidate will support other IT teams including Audio Visual, Network (Data and Voice), and Servers.

1. Key responsibilities for an Onsite Support Technician with 1-3 years of technical experience include:
2. Providing end-user support, including:
3. Installing and configuring desktops, laptops, mobile devices, peripherals, and related software.
4. Performing onsite updates, configuration changes, and software installations.
5. Providing onsite technical assistance to end users.
6. Identifying potential issues that could impact the end-user experience and following through on preventative actions.
7. Managing the ticket queue to ensure resolution within the defined service level agreement, updating end users on ticket status, and following up as needed.
8. Coordinating with vendors for hardware repairs or replacements.
9. Handling security, access reviews, risk assessments, controls verifications, and facility inspections related to end-user support.
10. Collaborating with Level 3 support groups and project teams for service improvements, maintenance, and upgrades.
11. Supporting on-site or off-site events, including setup, coordination with venue IT/AV contacts, and standby support.
12. Providing support during disaster recovery and emergency situations.
13. Offering on-call support outside business hours on a rotational basis.
14. Supporting network data and voice devices, including installation and configuration of IP, wireless, analog, and digital phones (e.g., Avaya, Nortel, Cisco, Siemens, Mitel).
15. Updating inventory records for phones, peripherals, and system cards.
16. Testing cables for IP and TDM phones from patch panels to desks.
17. Punching cables for panels like patch panels, IDF, or MDF using appropriate tools.
18. Updating circuit inventories and vendor details for the network voice team.
19. Coordinating with local vendors for ISP, OEM, channel partners, and other teams.

Desired Qualifications:

• BS/BA in Computer Science, Information Systems, or equivalent education/experience.
• 1-3 years of experience in service delivery, hardware, and software troubleshooting.
• Experience with various desktop systems, operating systems, and technical environments.
• Excellent customer service and communication skills.
• Supporting Windows OS, MS Office, VPN, network printing, notebooks, and mobile devices.
• Ability to install and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving skills.
• CompTIA A+ certification or equivalent.
• Flexibility to travel to remote sites.
• Support for network-related issues.
• Ability to lift up to 30 lbs.

Equal Opportunity Statement:

HCL is an equal opportunity employer, committed to providing fair employment opportunities regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, disability, or other protected statuses. Concerns about discrimination can be reported to [e-mail] for investigation.

Additional Details:

Pay within the range depends on skills, experience, education, and other factors. The role may be eligible for performance bonuses and benefits such as health insurance, 401(k), paid time off, and holidays.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service and IT
• Industries: IT Services and Consulting

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