Onsite Technical Support Specialist

2 days ago

Wokingham, Wokingham, United Kingdom HCLTech Full time
About the Role

We are seeking a highly skilled and experienced Onsite Technical Support Specialist to join our team at HCLTech. As a key member of our on-site support teams across EMEA, you will be responsible for delivering exceptional customer experiences and ensuring that all interactions result in a positive support-based service.

Key Responsibilities
  • Customer Support: Provide timely resolution of workstations, mobile, hardware, and software problems within SLAs through effective use of experience, knowledge, and technical resources.
  • Leadership and Communication: Own, lead, communicate, and liaise with key contacts in other resolver groups to ensure right action is taken to resolve any issues/tasks.
  • Process Management: Follow-up all processes for use of IT systems, document all actions and activities performed on IT equipment.
  • Autonomy and Flexibility: Work autonomously, be self-motivated, and able to act with limited support and supervision (On-Call services).
  • ITIL Compliance: Conform to international key IT processes such as support, change, and asset management.
  • Travel and Site Work: Work on customer site, be flexible for traveling to other sites on demand.
Key Skills and Qualifications
  • Technical Expertise: Deep knowledge of Microsoft environment, ServiceNow, and ITIL.
  • Communication and Leadership: Excellent communication and leadership skills, with ability to work with cross-functional teams.
  • Problem-Solving: Strong problem-solving skills, with ability to analyze and resolve complex technical issues.
  • Education and Certification: BS/BA in Computer Science, Information Technology, or equivalent combination of education and/or experience. Technical certification (Microsoft, HP, Dell, CISCO) or ITIL certification is a plus.
About HCLTech

HCLTech is a globally recognized leader in the Tech and IT industry, with a strong commitment to innovation and customer satisfaction. We offer a dynamic and challenging work environment, with opportunities for growth and development.

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