Onsite Technical Support Specialist

1 week ago

Wokingham, Wokingham, United Kingdom HCLTech Full time
Job Title: Onsite Support Engineer

We are a global technology company, home to over 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we've never forgotten the startup mindset that got us here. We've always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea's single spark.

It's that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that's what drives you to be better, be more and ultimately, be more fulfilled.

Job Summary

As a member of our on-site support teams across EMEA, you will be primarily focused on infrastructure IT equipment and end-user computer customer experience to ensure all interactions result in a positive support-based service.

You will deliver a service that exceeds customer expectations, listen, and understand issues, communicate with customers, colleagues, and management using positive, clear, and concise communication paths.

You will deliver an excellent local customer experience through strong technical skills and understanding of the client site, environment, technology, and culture.

This role is primarily physically based on customer site, being client site specific.

You will also ensure all commitments with the client are fulfilled with regular updates and appointments when appropriate.

Key Responsibilities

  1. Perform timely resolution of workstations, mobile, hardware, and software problems within SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system.
  2. Ownership, leadership, communication, and liaison with key contacts in other resolver groups to ensure right action is taken to resolve any issues/tasks you will be responsible for.
  3. Follow-up all processes for use of IT systems, document all actions and activities performed on IT equipment.
  4. Autonomous, self-motivated, and able to act with limited support and supervision (On-Call services).
  5. Conforms to international key IT processes such as support, change, and asset management (ITIL).
  6. Working on customer site, be flexible for traveling to other sites on demand.

Qualifications

The following qualifications are highly recommended for this role:

BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.

3 years of technical experience in IT technical support and/or IT Service Delivery.

Site-specific language (site-dependent) and English is required.

Certification would be a real added advantage on this role.

  • A Technical Certification (Microsoft/HP/Dell/CISCO)
  • ITIL Certification
  • CompTIA A+
  • Microsoft Certified Professional (MCP) or better

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