VIP Desk-Side IT Support Engineer

HCL Technologies Limited; Franklin Lakes (NJ); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

401(k) retirement plan

Paid time off

Job summary

HCL Technologies Limited is seeking a seasoned desk-side engineer to support customers with desktop, networked computers and peripherals. You will diagnose and resolve end-user issues, reimage systems and assist on IMACD activities, with hands-on involvement in data backup and systems administration tasks.

You will coordinate with ServiceDesk/Remote Desktop teams, manage incidents and service requests, and assist with procurement, asset inventory, and on-site setup for events and meetings.

Qualifications

• Experiences providing end-user desktop/laptop support and basic/network issues.

Responsibilities

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues.
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives.
• IMACD function including installation and decommission
• Backing up and restoring user data, settings and associated systems administration activities
• Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
• Assist on Incident and Problem management activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests using ticketing system
• Move equipment for escalated incidents and service requests
• Perform asset inventory, participate in upgrades, coordinate procurement
• Provide trade show planning and support, setup, test, training, logistics for workstation equipment
• Be available for On-call afterhours for Priority 1 & 2 Incidents
• Adhere to ticket SLA’s with customer
• Basic DHCP, DNS, IP addressing, sub netting and Wireless LAN/Ethernet config
• Support during Town Halls and meetings; Cisco/Avaya/Logitech/MS Teams Room experience
• Rack & Stack support for Server, Storage, Network & Firewall components
• Provide basic to intermediate support for IDF & MDF closets including UPS & cooling alerts
• Coordinate with Third Party Vendors for complex issues

Skills

Desk side support

Windows OS

Mac OS knowledge

Networking basics

ITSM familiarity

Education

High School Diploma or higher

CompTIA A+ cert or Apple Mac Certified Technician or MS Certification

Tools

ServiceNow

Freshservice

Job description

HCL Technologies Limited is seeking a seasoned desk-side engineer to support customers with desktop, networked computers and peripherals. You will diagnose and resolve end-user issues, reimage systems and assist on IMACD activities, with hands-on involvement in data backup and systems administration tasks.

You will coordinate with ServiceDesk/Remote Desktop teams, manage incidents and service requests, and assist with procurement, asset inventory, and on-site setup for events and meetings.