Information Technology Field Technician

HCLTech; Southlake (TX); On-site; USD 70,000 - 110,000; 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 IT support engineer in Southlake, TX to act as the site SPOC for critical incidents and coordinate with incident management. You will triage, assign, and resolve site alerts while providing hands-on support for on-site break-fix issues and routine maintenance.

The role requires strong Windows troubleshooting, IT-OT familiarity, virtualization, and data center hardware experience, with ITIL and ServiceNow/BMC Remedy skills. Travel and on-call work may be required.

Qualifications

• Hands-on deskside/onsite support experience at least 5–7 years.
• Familiarity with ITIL processes and ticketing workflows.
• Experience with site operations, preventive maintenance, and vendor coordination.

Responsibilities

• Act as Site SPOC for critical incidents and coordinate with the Critical Incident Manager.
• Triage and assignment of site alerts/incidents.
• Provide hands-and-eyes support for on-site break-fix issues.
• Adhere to SLAs and ITIL processes.
• Coordinate with L2/L3 support teams and business stakeholders.
• Shadow dispatch engineers during work completion.
• Report to Track Lead / Team Lead at Site.
• Handle tickets/requests to troubleshoot reported problems.
• Troubleshoot technical issues and participate in operations meetings.
• Site reviews and meetings with site SPOC; liaise with vendors/OEMs.

Skills

Onsite IT support

Windows troubleshooting

Network & data center hardware

IT-OT familiarity

ServiceNow

Vendor coordination

Virtualization

RF scanners

Data center hardware

Tools

ServiceNow

BMC Remedy

Job description

Responsibilities: -

• 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 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

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.