Support technician

Role Overview

Provide on-site and remote support using approved remote access tools.

Handle incident and service requests via designated channels.

Key Responsibilities

Technical Support & Troubleshooting

• Mobile Devices: Apple and Samsung phones/tablets
• Printers
• Monitors
• Conference Room Equipment
• Other IT-related peripherals
• All devices are supplied through the Internal Teams supply chain and covered under maintenance contracts.

Incident & Request Management

• Manage service requests and incidents using ticketing tools (like ServiceNow) according to SLAs.
• Forward complex technical problems to senior support staff when necessary.
• Record issues, solutions, and asset changes in the tracking system.

User Assistance & Communication

• Offer direct technical support and informal training to end-users.
• Communicate clearly with audiences of varying technical backgrounds.
• Follow established customer service procedures.

Asset & Inventory Management

• Oversee IT assets, including imaging, deployment, and reimaging of hardware.
• Update asset management systems/CMDB for employee onboarding, offboarding, and internal moves.
• Track spare devices and perform monthly inventory audits.
• Staging and delivery of computers following installation procedures.
• Data recovery procedures during hardware failures.
• Asset retrieval upon user termination and inventory updates.

Stockroom Management

• Maintain physical and online inventory of spare devices and parts.
• Ensure 100% monthly reconciliation between physical and system records.

Compliance & Security

• Carry out security-related tasks like scanning, forensic backups, and updating antivirus software.
• Assist with disaster recovery efforts and adhere to IT security standards.

Collaboration & Documentation

• Coordinate with Internal teams for issues beyond local scope.
• Escalate to L3 support when necessary.

Technical Skills

• Proficient in Windows, Microsoft Office Suite, Active Directory, SCCM/Intune.
• Experienced with remote support tools (TeamViewer, Zoom, Cisco VPN).
• Knowledgeable in server administration, networking, and AV equipment.

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong written and verbal communication.
• Highly motivated and capable of juggling multiple tasks in a fast-paced environment.

VIP and On Call Support:

• Provide VIP and On-call support per the roster.

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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL 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 [email protected] for investigation.

Job Type: Full-time

Pay: $35,000.00 - $66,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Experience:

• DeskSide Support: 3 years (Required)

Work Location: On the road