On-Site IT & OT Field Technician

HCL Technologies Limited; Westlake (OH); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D

Disability insurance

401(k)

PTO (10 days)

Paid holidays

Employee assistance program

Job summary

HCL Technologies Limited is seeking an experienced onsite IT/OT support engineer in Ohio to ensure seamless site operations, rapid incident resolution, and proactive maintenance. You will act as the primary site contact for IT/OT issues and coordinate with remote teams for escalations.

Responsibilities include incident management (P1/P2), triage, on-site hands-on support, adherence to SLAs, ITIL workflows, and close collaboration with vendors and stakeholders.

Qualifications

• 5–7 years hands-on deskside/onsite support experience.
• Strong Windows 10/11 and macOS troubleshooting skills.
• Hands-on support for network and datacenter equipment/devices.
• Familiarity with IT-OT systems (SCADA, PLC, HMI), industrial networking.
• Experience with ITIL ticketing tools and SLA adherence.
• Knowledge of virtualization, storage, backups, VMs and cloud technologies.

Responsibilities

• Act as Site SPOC for incidents (P1/P2) and coordinate with Critical Incident Manager.
• Triage and assign site alerts/incidents; provide hands‑and‑eyes support for on-site break-fix issues.
• Adhere to SLAs and ITIL process workflows.
• Perform daily site walkthroughs and routine maintenance checks.
• Maintain site knowledge base and update manuals.
• Assist in planned change management requiring on-site presence.
• Bridge L2/L3 support with business stakeholders and vendors.
• Shadow dispatch engineers and report to Track Lead at site.
• Handle tickets/requests and troubleshoot issues to resolution.
• Attend site operations meetings and vendor/OEM syncs.

Skills

Onsite support

Windows/Mac troubleshooting

Network & datacenter hardware

IT-OT systems (SCADA/PLC/HMI)

ServiceNow SLA tracking

RF scanners & label printers

Virtualization & Cloud

ITIL ticketing & processes

Tools

ServiceNow

BMC Remedy

Job description

HCL Technologies Limited is seeking an experienced onsite IT/OT support engineer in Ohio to ensure seamless site operations, rapid incident resolution, and proactive maintenance. You will act as the primary site contact for IT/OT issues and coordinate with remote teams for escalations.

Responsibilities include incident management (P1/P2), triage, on-site hands-on support, adherence to SLAs, ITIL workflows, and close collaboration with vendors and stakeholders.