Onsite IT/OT Field Technician — Incident & Site Ops

HCLTech

West Palm Beach (FL)

On-site

USD 60,000 - 85,000

Full time

12 days ago

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Job summary

HCLTech is seeking an experienced on-site IT/OT support engineer for Florida sites. You will act as the Site SPOC, handle incident management, triage, and hands-on break-fix support, ensuring rapid resolutions and adherence to SLAs.

You will coordinate with remote teams, maintain site documentation, perform preventive maintenance, and assist in change activities. Strong ITIL, ServiceNow, Windows/macOS, and industrial IT-OT familiarity are required; occasional travel to other sites may be needed.

Qualifications

Minimum 5-7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer.
Strong Microsoft Operating System installation (Win10 / Win11 / MAC OS X) and troubleshooting skills.
Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipment/Devices.
Familiarity of IT-OT systems (SCADA, PLC, HMI), industrial networking, Windows-based engineering workstations.
ServiceNow for SLA tracking and ticket management.
Good knowledge in handling RF scanners, industry level label printers (Zebra, etc).
Hands on experience in handling Data center hardware.
Good knowledge on Virtualization, Network, Storage servers, backups, VMs, and Cloud technology.
Able to handle unforeseen situations.
Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

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-and-eyes support for break-fix issues that cannot be resolved remotely.
Adhering to SLAs agreed in the Scope.
ITIL Processes awareness and adhering to ITIL process workflow.
Conduct daily site walkthroughs and routine checks.
Maintain site-specific knowledge base and update manuals.
Performs routine maintenance and preventive checks to ensure the health of critical IT systems.
Assist in planned change management activities requiring on-site presence.
Bridge between L2/L3 support teams and business stakeholders.
Engage and monitor IT issues impacting business operations.
Coordinate and shadow dispatch engineers during work completion.
Reporting to the Track Lead / Team Lead at Site.
Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems.
Troubleshooting technical issues.
Attends operations related meetings.
Site review & meetings with site SPOC.
Meetings with vendors, OEMs on open actions