Onsite Technical Support Specialist

2 days ago

London, Greater London, 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
  • Technical Support: Provide timely resolution of workstations, mobile, hardware and software problems within SLAs through effective use of experience, knowledge, and technical resources.
  • Customer Communication: Communicate with customers, colleagues and management using positive, clear, and concise communication paths.
  • Infrastructure Support: Deliver an excellent local customer experience through strong technical skills and understanding of the client site, environment, technology, and culture.
  • Service Delivery: Ensure all commitments with the client are fulfilled with regular updates and appointments when appropriate.
  • 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, 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 (ITIL).
Requirements
  • Education: BS / BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.
  • Experience: 3 years of technical experience in IT technical support and/or IT Service Delivery.
  • Language: Site specific language (site dependant) and English is required.
  • Certification: Technical Certification (Microsoft / HP / Dell / CISCO), ITIL Certification, CompTIA A+, Microsoft Certified Professional (MCP) or better.
About HCLTech

HCLTech is a globally recognized leader in the Tech and IT industry, with a strong commitment to innovation and customer satisfaction. We are a $13+ billion global technology company, home to more than 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.

We are a company that values our people and their ideas, and we are committed to creating a work environment that is inclusive, diverse, and supportive of our employees' growth and development.

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