IT Support Specialist
4 weeks ago
We are a leading 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.
Job Summary:This is a fixed-term contractual role that requires a highly skilled and experienced IT Service Desk Support Technician to provide hardware, software, and network problem diagnosis and resolution support to our customers via telephone, email, and chat.
Key Responsibilities:- Provide level 1 remote desktop support and perform other activities based on SOPs.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
- Administer and provide user account provisioning.
- Respond to telephone calls, email, instant messages, and assigned tickets from users.
- Escalate complex problems to appropriate support specialists.
- Perform user account management activities.
- Identify, evaluate, and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or may write training procedures.
- Participate in on-going training and departmental development.
- Routine maintenance updates with other IT staff and business units.
- Provide all required documentation, including standards, configurations, and diagrams.
- Provide knowledge transfer of Service Desk operations.
- 1-3 years of Service Desk, voice customer service, and support experience with problem-solving involving hardware, software, and networks.
- Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification.
- ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management.
- Bachelor's/Master's/Equivalent degree.
- Competitive salary.
- Opportunity for career progression.
- Social benefits package.
- Competitive compensation and benefits, including up to 20 days' vacation per year, various insurances, and employee benefits regulated by an internal policy.
HCLTech is a globally recognized leader in the Tech and IT industry, with a startup mindset that enables us to better our world in the process. We are committed to creating a larger impact within the company and society at large in our chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
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