Onsite IT/OT Field Technician – Incident & Site Ops

HCL Technologies Limited; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCL Technologies Limited is seeking an experienced onsite IT/OT support engineer in Charlotte, NC. You will act as the primary site contact for incidents, coordinate with remote teams, and manage triage, escalation, and hands-on break-fix work to ensure rapid resolution.

The role involves daily site checks, knowledge-base maintenance, and participation in change management. You will coordinate with vendors and internal teams, with potential travel and rotational shifts as needed.

Qualifications

• Minimum 5-7 years hands-on deskside/onsite support experience.
• Strong Windows, macOS troubleshooting.
• Hands & feet support for network and data center devices.
• Familiarity with IT-OT systems (SCADA, PLC, HMI) and industrial networking.
• Experience with ITIL ticketing tools and SLA tracking (ServiceNow, BMC Remedy).
• Knowledge of RF scanners and industry printers (Zebra, etc).
• Strong virtualization, networking, storage, backups, VMs, and cloud tech knowledge.
• Comfort with travel and possible rotational shifts.

Responsibilities

• Act as Site SPOC for critical incidents 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.
• Maintain daily site walkthroughs and update knowledge base/manuals.
• Assist in change management requiring on-site presence; coordinate with L2/L3 teams.
• Bridge between L2/L3 support and business stakeholders; report to Track Lead.
• Handle on-site tickets/requests to troubleshoot problems and resolve issues.
• Attend operations meetings and site reviews with SPOC and vendors.

Skills

Deskside support

Onsite IT engineer

Windows/macOS troubleshooting

ITIL processes

ServiceNow

Networking

Data center hardware

Virtualization

Cloud technology

VMs

RF scanners

Industry printers

Vendor coordination

Communication skills

Tools

ServiceNow

BMC Remedy

Job description

HCL Technologies Limited is seeking an experienced onsite IT/OT support engineer in Charlotte, NC. You will act as the primary site contact for incidents, coordinate with remote teams, and manage triage, escalation, and hands-on break-fix work to ensure rapid resolution.

The role involves daily site checks, knowledge-base maintenance, and participation in change management. You will coordinate with vendors and internal teams, with potential travel and rotational shifts as needed.