Technical Support Representative

HCLTech; Tucson (AZ); On-site; USD 54,000 - 88,000; Full time

Benefits offered by this job

10 paid days off per year

10 paid holidays per year

401(k) retirement plan

Job summary

HCLTech is seeking an Onsite Support Technician in Tucson, AZ to deliver high-quality deskside support and on-site problem resolution. The role collaborates with IT teams, supports Audio Visual, Network, and Servers, and ensures timely incident management and ticket closure.

The ideal candidate has 1–3 years of end-user hardware/software experience, strong customer service, Windows OS knowledge, VPN, and mobile device support. Some travel may be required.

Qualifications

• BS/BA in Computer Science, Information Systems, or an equivalent combination of education
• One to three years of experience in service delivery and End user hardware and software configuration troubleshooting.
• Experience with Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Excellent customer service orientation and verbal communication skills.

Responsibilities

• Provide customer-facing end-user support that includes on-site face-to-face assistance
• Install and Configure desktops, laptops, mobile devices, peripherals and related software
• Perform onsite updates, configuration changes, or software installations
• Use the Incident Management System to document and manage problems and work requests and resolutions
• Manage the ticket queue and ensure tickets are resolved within SLA
• Troubleshoot client software and basic network connectivity problems
• Coordinate with vendors for end-user support and hardware repair/replacement
• Provide on-site or off-site event support and disaster recovery assistance
• May train users and write training procedures; participate in ongoing training

Skills

End-user support

Windows OS

VPN

MS Office

Hardware troubleshooting

Mobile devices

Incident Management System

Network basics

Customer service

Education

BS/BA in Computer Science or Information Systems

Tools

Incident Management System

Ticketing system

Job description

As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network (Date and voice), and Servers.

Job Requisition: 64858

Location: Tucson, Arizona

Job Description

As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to end users, which includes the following key roles and responsibilities:

• Provide customer-facing end-user support that includes:
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to End Users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices.
• May train users and operators on a limited basis and/or may write training procedures. Participate in on-going training and departmental development.
• independently resolve tickets within agreed SLA of ticket volume and time to adhere to quality standards, regulatory requirements and company policies.
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Desired Qualifications

• BS/BA in Computer Science, Information systems, or an equivalent combination of education or

Experience

• One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible travelling to remote sites or cluster
• Help with network related issues
• Should be able to lift weight up to 30 lbs. at waist level

Pay and Benefits

Pay Range Minimum: $54,000 to year

Pay Range Maximum: $88,000 to year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.