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IT Support Specialist

2 months ago

Havant, Hampshire, United Kingdom HCLTech Full time
Job Summary

We are seeking a highly skilled IT Support Specialist to join our team at HCLTech. As a key member of our IT department, you will be responsible for providing top-notch technical support to our customers, ensuring their hardware, software, and network issues are resolved efficiently and effectively.

Key Responsibilities
  • Provide hardware, software, and network problem diagnosis and resolution support to customers via phone, email, and chat.
  • Route complex problems to internal 2nd and 3rd level IT support staff for further assistance.
  • Coordinate and manage relationships with vendors and support staff to resolve hardware, software, and network issues.
  • Administer and provide user account provisioning, ensuring seamless access to company resources.
  • Respond to customer inquiries, assign work orders/incidents to appropriate support teams, and follow up until closure.
  • Provide level 1 remote desktop support and perform other activities based on standard operating procedures.
  • Perform user account management activities, including creating, modifying, and deleting user accounts.
  • Evaluate, analyze, and set up PC-based software products, such as word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications.
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate, and prioritize customer problems and complaints.
  • May train users and operators on a limited basis and/or write training procedures.
  • Participate in ongoing training and departmental development to stay up-to-date with the latest technologies and best practices.
  • Routine maintenance updates with other IT staff and business units to ensure seamless operations.
  • Provide all required documentation, including standards, configurations, and diagrams, to support IT operations.
  • Provide knowledge transfer of Service Desk operations to ensure a smooth handover of responsibilities.
Requirements
  • Phone support experience is necessary, with a strong background in technical service desk or technical call center environments.
  • Hands-on work experience with Windows Operating Systems, including Windows 7, Windows Vista, Windows XP, and Windows 2000.
  • Experience with servers, including Windows 2000, Windows 2003, and Windows 2008.
  • Familiarity with ITSM ticketing tools, such as Remedy, HP Service Center, and Peregrine Service Center.
  • Ability to create, modify, and delete user accounts in Active Directory, Exchange Mailboxes, and Distribution lists.
  • Experience with remote desktop connectivity applications, such as SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
  • Proficiency in MS Office Suite, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Vision.
  • Knowledge of VPN and remote dial-in users, as well as support for laptop, desktops, and printers.
  • Good working knowledge of MS OFFICE, including MS Project and Visio.
  • Ability to provide hardware, software, and network problem analysis and resolution support over the phone.
  • Personal dedication to providing high-quality, superior service at all times.
  • Ability to work flexible hours from time to time to cover for other Service Desk staff and to be on call via pager during the week.
  • Concern for Order and Quality.
Preferred Qualifications
  • MCP/MSCE/MSCA or HDI CSS or Cisco certification is preferred.
  • ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management, is preferred.
Education

Bachelor's or Master's degree or equivalent is required.