Onsite IT/OT Field Technician – Incident & Site Ops

HCLTech; Houston (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off and holidays

Job summary

HCLTech in Houston provides dedicated on-site IT/OT support to ensure seamless operations and proactive maintenance at sites. You will act as the primary point of contact for local IT/OT issues, coordinating with remote teams for escalations and adhering to ITIL processes.

The role covers incident management, site operations, preventive maintenance, and close collaboration with L2/L3 support, business stakeholders, and vendors. On-call and possible travel are required.

Qualifications

• 5-7 years hands-on deskside/on-site IT support experience.
• Strong OS troubleshooting for Windows and macOS.
• Experience supporting network and datacenter equipment.
• Familiarity with IT-OT systems (SCADA, PLC, HMI).
• ITIL ticketing tools such as ServiceNow or BMC Remedy.
• Knowledge of virtualization, networks, storage, backups, VMs and cloud.
• Willingness to travel to other sites and on-call responsibilities.

Responsibilities

• Act as Site SPOC for critical incidents and coordinate with the Critical Incident Manager.
• Perform triage and assignment of site alerts/incidents.
• Provide hands-and-eyes support for break-fix issues that cannot be resolved remotely.
• Adhere to SLAs and ITIL process workflows.
• Conduct daily site walkthroughs and routine checks.
• Maintain site knowledge base and update manuals.
• Bridge between L2/L3 teams and business stakeholders.
• Coordinate with vendors and shadow dispatch engineers during work.

Skills

Onsite support

Win10/Win11 troubleshooting

Mac OS X troubleshooting

Network & DataCenter hardware

ITIL & ServiceNow

SCADA/PLC/HMI familiarity

RF scanners & printers

Virtualization & Storage

Cloud technologies

Communication skills

Tools

ServiceNow

BMC Remedy

VMware

Hyper-V

Zebra printers

MS Office

Job description

HCLTech in Houston provides dedicated on-site IT/OT support to ensure seamless operations and proactive maintenance at sites. You will act as the primary point of contact for local IT/OT issues, coordinating with remote teams for escalations and adhering to ITIL processes.

The role covers incident management, site operations, preventive maintenance, and close collaboration with L2/L3 support, business stakeholders, and vendors. On-call and possible travel are required.