Standard IT support Engineer

Job Description

Responsibility:

Provisioning of Desktop Support Engineer who's competent to Provide Executive Support for VIP users, act as Single Point of Contact (SPOC) interface between customer business leadership, HCL cross functional towers. Strong Technical support skills & Communication skills (both written & spoken).

Technical Support includes installation and Troubleshooting of all End User Equipments including Corporate mobile devices and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

(a) Desk side engineer for technical support for customers and their networked computers and peripherals
(b) Interface with multiple levels of end users, management, VIPs and technical staff
(c) First point of Escalation in case of any Priority 1 issues in Plant

Duties include (but not limited too)

1. Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, PDAs(Tablets), BlackBerrys, Mobile, and LAN cable drops, BYOD, I.P. Phones & Audio video conference devices. Hands & feet support for network and server equipment as well as any IT related projects.
2. Break-fix, troubleshoot and resolve software issues Reimaging computers/hard drives
3. VIP Support
4. SPOC for business leaders & HCL Functional Teams
5. Deskside engineer would be performing proactive systems/ devices check regularly before manufacturing plant start
6. IMACD function including installation and decommission
7. Backing up and restoring user data, settings and associated systems administration activities
8. Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts
9. Assist on Incident and Problem management activities
10. Taking ownership of issues through to resolution on all appropriate requests
11. Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
12. Move equipment associated with escalated help desk incidents and service requests
13. Performing asset inventory activities as needed
14. Recommends and/or performs upgrades on systems to ensure longevity
15. Works with procurement staff to purchase hardware and software
16. Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites
17. Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labour and incidental travel expenses shall be funded by HCL (e.g. meals, travel, and lodging) in accordance with the Agreement
18. Be available for On-call support on need basis & as business demands
19. Adhere to ticket response and resolution SLA's as agreed upon with the customer
20. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

• At least 3-5 years of experience in the field or in a related area required
• Technicians to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Japanese )
• Technicians should have good knowledge on Hands and Feet
• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)
• Strong Microsoft Operating System installation and troubleshooting skills
• MAC Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Strong Customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating
• Experience including remote control of PCs and video conferencing knowledge
• Background security check required