On-Site IT/OT Field Technician – Incident & Site Support

HCL Technologies Limited; San Diego (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

HCL Technologies Limited in San Diego, CA is seeking an experienced onsite IT/OT Support Engineer to act as the site SPOC. You will manage incidents (P1/P2), perform triage, and provide hands-on break-fix support when remote resolution is not possible, while adhering to SLAs and ITIL workflows.

Responsibilities include daily site walkthroughs, maintaining knowledge bases, assisting change activities, coordinating with L2/L3 teams and vendors, and coordinating dispatch engineers to ensure rapid

Qualifications

• 5-7 years of hands-on deskside/onsite IT engineer experience.
• Proficient in Windows 10/11 and macOS troubleshooting.
• Experience supporting network and data center hardware.
• Familiar with IT-OT systems (SCADA, PLC, HMI) and industrial networks.
• Knowledge of ITIL and ticketing tools such as ServiceNow.
• Experience with virtualization, storage, backups, and cloud tech.

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-on support for break-fix issues that cannot be resolved remotely.
• Adhering to SLAs and ITIL process workflows.
• Conduct daily site walkthroughs and routine checks.
• Maintain site knowledge base and update manuals.
• Assist in planned change management requiring on-site presence.
• Bridge between L2/L3 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.
• Handle tickets/requests to troubleshoot and resolve issues.
• Troubleshooting technical issues.
• Attend operations related meetings.
• Site reviews & meetings with site SPOC.
• Meetings with vendors, OEMs on open actions.

Skills

Deskside/onsite support

Win10/Win11/macOS troubleshooting

Network & data center hardware

IT-OT systems (SCADA/PLC/HMI)

ServiceNow

RF scanners & printers

Virtualization/VMs/Cloud

ITIL/ticketing tools

Job description

HCL Technologies Limited in San Diego, CA is seeking an experienced onsite IT/OT Support Engineer to act as the site SPOC. You will manage incidents (P1/P2), perform triage, and provide hands-on break-fix support when remote resolution is not possible, while adhering to SLAs and ITIL workflows.

Responsibilities include daily site walkthroughs, maintaining knowledge bases, assisting change activities, coordinating with L2/L3 teams and vendors, and coordinating dispatch engineers to ensure rapid