IT Support Specialist

1 month ago

Wokingham, Wokingham, United Kingdom HCLTech Full time
Job Title: IT Engineer/Helpdesk 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.

This mindset enables us to deliver game-changing feats and better our world in the process.

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

Key Responsibilities:

  • Perform timely resolution of workstations, mobile, hardware and software problems within SLAs through effective use of experience, knowledge, and technical resources through a ticketing system.
  • Deep knowledge of ServiceNow would be a real advantage.
  • Follow-up all processes for use of IT systems, document all actions and activities performed on IT equipment.
  • Autonomous, self-motivated, and able to act with limited support and supervision (On-Call services).
  • Conforms to international key IT processes such as support, change and asset management (ITIL).
  • Working on customer site, be flexible for travelling to other sites on demand.

The key responsibility is to provide customer-facing end-user support within a team that includes:

  • Break-fix and support in Microsoft environment for laptop, desktop, tablets and associated hardware, software & peripherals including operating System, base loaded software, Office suite and other business application as well as Mobility devices (Android/iOS - iPhone/iPads).
  • Imaging/Re-imaging end user IT devices according to client IT security policies and procedures.
  • IT infrastructure equipment support including large scale office moves, re-stack activities, that includes printers and MFDs (Multi-Function Displays).
  • Provide smart hands and eyes support for servers, network equipment, and security devices on site locations, as per client or HCL policies and procedures including access related issues with smart card, password, and security applications (Home Office users).
  • Coordinate with vendors / Contractors for provision of end-user support (e.g., Support and/or participate in outside of support HCL and/or client projects as requested).
  • Manage CMDB (Configuration Management Database) assignation, configuration, retirement and disposal records, provide proper maintenance of asset information, utilization of devices, replacement according to customer lifecycle, asset health and operational constraints.
  • Provide IT support for on-site and/or off-site events and meetings.
  • Provide On-call support outside business hours, provide IT support for disaster recovery and emergency response service.
  • Manage and inventory LAN cabling / racking, coordinate port activations and deactivations, escalate to customer if required.

Requirements:

  • 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 dependant) and English is required.
  • A Technical Certification (Microsoft / HP / Dell / CISCO).
  • ITIL Certification.
  • Microsoft Certified Professional (MCP) or better.

Language: English

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