Onsite IT/OT Field Technician | Incident & Ops Lead

HCL Technologies Limited; Dallas (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) Retirement Plan

PTO 10 days

Paid holidays 10

Employee assistance program

AD&D Insurance

Job summary

HCL Technologies Limited in Dallas, TX is seeking a dedicated onsite IT/OT support engineer to ensure seamless operations, rapid incident resolution, and proactive maintenance at sites.

You will act as site SPOC for P1/P2 incidents, coordinate with remote teams, perform triage, and provide hands-on break-fix support while collaborating with L2/L3 and business stakeholders to keep critical systems healthy.

Qualifications

• Minimum 5-7 years hands-on deskside/onsite support experience.
• Strong Windows (Win10/Win11) and Mac OS X troubleshooting skills.
• Experience providing hands-on support for data center equipment and networking devices.
• Familiarity with IT-OT systems (SCADA/PLC/HMI) and industrial networking.
• Experience with ticketing and SLA tools (ServiceNow, BMC Remedy).
• Knowledge of virtualization, storage, backups, and cloud tech.

Responsibilities

• Act as Site SPOC for critical incidents (P1/P2) and coordinate with the Critical Incident Manager.
• Triage and assign site alerts/incidents; provide hands-on break-fix for issues unresolved remotely.
• Adhere to SLAs and ITIL processes; manage tickets and change requests.
• Conduct daily site walkthroughs, maintain knowledge base, and update manuals.
• Coordinate with L2/L3 teams and business stakeholders; escalate as needed.
• Shadow dispatch engineers, report to Track Lead, and participate in site meetings.
• Travel to other sites as required; on-call for urgent issues outside regular hours.
• Attend operations meetings and vendor/OEM review sessions.

Skills

Onsite support

Windows troubleshooting

ITIL processes

SCADA/PLC/HMI familiarity

Networking hardware

ServiceNow

VMware/Virtualization

RF scanners/Zebra printers

Vendor coordination

Communication skills

Tools

ServiceNow

BMC Remedy

RF scanners

Zebra printers

VMware

Job description

HCL Technologies Limited in Dallas, TX is seeking a dedicated onsite IT/OT support engineer to ensure seamless operations, rapid incident resolution, and proactive maintenance at sites.

You will act as site SPOC for P1/P2 incidents, coordinate with remote teams, perform triage, and provide hands-on break-fix support while collaborating with L2/L3 and business stakeholders to keep critical systems healthy.