Onsite IT/OT Support Technician – Incident & Maintenance

HCLTech

Napoleon (OH)

On-site

USD 64,000 - 80,000

Full time

2 days ago

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Job summary

HCLTech in Napoleon, Ohio seeks an experienced deskside/onsite IT/OT support engineer to ensure seamless operations, rapid incident resolution, and proactive maintenance at client sites. You will act as the site SPOC for critical incidents, triage incidents, provide hands-on support for break-fix issues, and coordinate with remote teams for escalations while adhering to ITIL processes.

The role requires strong Windows/macOS troubleshooting, network and data center hardware experience,

Qualifications

Minimum 5–7 years hands-on deskside/onsite support experience.
Strong Windows (Win10/Win11) and macOS troubleshooting skills.
Experience with network and data center equipment.
Familiarity with IT-OT systems (SCADA/PLC/HMI) and industrial networking.
ServiceNow for SLA tracking and ticket management.
Knowledge of RF scanners and industry printers (e.g., Zebra).
Virtualization, networks, storage, backups, VMs and cloud tech.
Understanding ITIL concepts and related ticketing tools.

Responsibilities

Act as Site SPOC for P1/P2 incidents and coordinate with Critical Incident Manager.
Triage and assign site alerts/incidents; provide hands-on support when remote resolution fails.
Adhere to SLAs and follow ITIL process workflows.
Conduct daily site walkthroughs and preventive maintenance checks.
Maintain site knowledge base and update manuals.
Assist in planned change management requiring on-site presence.
Bridge between L2/L3 teams and business stakeholders; escalate as needed.
Coordinate and shadow dispatch engineers during work completion.
Report to Track Lead; manage tickets, troubleshoot issues, and document actions.
Attend operations meetings; participate in site reviews and vendor/OEM meetings.