On-Site IT/OT Field Technician — Incident & Ops Lead

HCLTech; Chicago (IL); On-site; USD 90,000 - 115,000; Full time

Job summary

HCLTech in Chicago seeks an experienced on-site IT/OT support engineer to act as the primary site contact for local IT/OT issues and coordinate with remote teams for escalations. You will manage incidents, triage, and provide hands-on break-fix support to keep critical systems running.

The role requires strong Windows/macOS troubleshooting, ITIL/ServiceNow familiarity, and effective collaboration with vendors and internal teams. Some travel may be required.

Qualifications

• Minimum 5-7 yrs hands-on deskside/onsite support experience.
• Strong Windows 10/11 and macOS troubleshooting skills.
• Hands-on support for network and data center equipment/devices.
• Familiarity with IT-OT systems (SCADA, PLC, HMI) and industrial networking.
• Experience with ITIL processes and ticketing (ServiceNow, Remedy).
• Knowledge of RF scanners and industrial label printers (e.g., Zebra).
• Experience with data center hardware, virtualization, networks, storage, backups, VMs and cloud tech.

Responsibilities

• Act as Site SPOC for incidents (P1/P2) and coordinate with the Critical Incident Manager.
• Triage and assign site alerts/incidents; provide hands-on support for break-fix issues.
• Adhere to SLAs and ITIL process workflows.
• Conduct daily site walkthroughs and preventive maintenance.
• Maintain site knowledge base and update manuals.
• Coordinate with L2/L3 teams and business stakeholders.
• Shadow dispatch engineers and report to Track Lead; manage tickets and issue resolution.
• Attend operations meetings; site reviews with SPOC and vendor/OEM meetings.

Skills

Onsite support

Windows 10/11

macOS

Network & data center

ITIL/ITSM

ServiceNow

RF scanners & label printers

Data center hardware

Virtualization/Cloud

Problem solving

ITIL tools (Remedy)

Tools

ServiceNow

BMC Remedy

Job description

HCLTech in Chicago seeks an experienced on-site IT/OT support engineer to act as the primary site contact for local IT/OT issues and coordinate with remote teams for escalations. You will manage incidents, triage, and provide hands-on break-fix support to keep critical systems running.

The role requires strong Windows/macOS troubleshooting, ITIL/ServiceNow familiarity, and effective collaboration with vendors and internal teams. Some travel may be required.