Field Service Support Specialist
7 days ago
HCLTech is a global technology company with a presence in 60 countries and a workforce of over 224,000 people. We are looking for an Onsite IT Support Professional to join our team in this exciting role.
The successful candidate will provide onsite IT support with good customer service, technical expertise, and timeliness in a client/3rd party environment. This position has frequent contact with users, peers, and managers primarily face-to-face as deskside support for service requests and on-site incident resolution.
The Field Service Support Specialist will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The role also involves providing smart-hands support to other IT teams, including Audio Visual, Network, Server, and Print services.
Job Requirements:
- Minimum two years' experience in a deskside/field services/site support role
- Good standard of spoken and written English
- Experience working with European or US-based multinational corporations, preferably financial services
- Minimum experience 2+ years in field service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)
- Eligible to work in the target country
- Must be prepared to work 5 days per week onsite (not remote)
- Participate in shift rotas (office hours) and on-call rota (out of hours)
- Must be prepared to join rota to cover public holidays when required
Key Responsibilities:
- Researches, resolves, and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
- Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
- Develops and provides technical coaching and mentoring to other desktop services staff and company associates.
- Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction.
- Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment.
- Participate in team projects as requested (upgrades/rollouts).
- Use of IT ticketing systems to respond to end-user issues.
- Videoconferencing experience including operation, call set-up, and equipment.
- Smart-hands support to 3rd line remote teams.
Estimated Salary: $65,000 - $90,000 per annum, depending on location and experience.
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