Onsite IT Field Technician - Incident Response & DC Support

HCLTech; Long Beach (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech in Long Beach, CA seeks an experienced onsite IT engineer to act as the site SPOC for critical incidents and provide hands-on support for break-fix issues. You will triage, assign, and resolve incidents while coordinating with L2/L3 teams and business stakeholders.

The role requires 5–7 years of deskside/on-site experience, strong Windows/macOS troubleshooting, and familiarity with ITIL processes and ServiceNow ticketing.

Qualifications

• 5–7 years hands-on deskside/onsite support experience
• Strong Windows/macOS troubleshooting skills
• Experience with networking and datacenter hardware
• Familiarity with IT-OT systems and industrial networking
• ITIL concepts and ServiceNow ticketing experience

Responsibilities

• Act as site SPOC for critical incidents and coordinate with Critical Incident Manager
• Triage and assign site alerts/incidents
• Provide hands-and-eyes support for break-fix issues on-site
• Adhere to SLAs and ITIL process workflows
• Maintain site knowledge base and update manuals
• Conduct daily site walkthroughs and routine checks
• Assist in change management需要 on-site presence
• Bridge L2/L3 support with business stakeholders
• Coordinate and shadow dispatch engineers during work
• Report to Track Lead / Team Lead
• Troubleshoot reported problems and resolve
• Attend operations meetings and site reviews
• Meet with vendors and OEMs on open actions

Skills

Deskside / Onsite support

Windows 10/11 & macOS troubleshooting

Networking & Datacenter hardware

ITIL / ITSM experience

Vendor coordination

Tools

ServiceNow

BMC Remedy

RF scanners

Zebra printers

Virtualization / Storage basics

Job description

HCLTech in Long Beach, CA seeks an experienced onsite IT engineer to act as the site SPOC for critical incidents and provide hands-on support for break-fix issues. You will triage, assign, and resolve incidents while coordinating with L2/L3 teams and business stakeholders.

The role requires 5–7 years of deskside/on-site experience, strong Windows/macOS troubleshooting, and familiarity with ITIL processes and ServiceNow ticketing.