Job Summary

Onsite Support (OSS) Engineers provide Technical Support includes Installation and Troubleshooting of all End User Equipment’s such as computer systems, associated peripherals & Corporate mobile devices within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts of various technical towers for hands and feet in areas such as Networking, Server and Telecoms etc.

Key Responsibilities

Job Requirement

1. Accurately able to test, identify, repair, resolve document end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, Tablets, Corporate Mobile (iOS & Android), as well as LAN cable drops, BYOD, I.P. Phones, Audio & Video conference devices.
2. Performs timely resolution of workstations, mobile, hardware and software problems within SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system. Deep knowledge of “ServiceNow” would be a real advantage.
3. Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
4. VIP Support
5. SPOC for business leaders & HCL Functional Teams
6. IMACD function including installation and decommission of End User Equipment
7. Backing up and restoring user data, settings and associated systems administration activities
8. Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts
9. Assist on Incident and Problem management activities
10. Taking ownership of issues through to resolution on all appropriate requests
11. Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
12. Recommends and/or performs upgrades on systems to ensure longevity
13. Be available for On-call support on need basis & as business demands
14. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
15. Prior working experience in IT Support Concierge / Walk-up model will be highly advantageous – For Tech Hub locations
16. Prior working experience in Manufacturing Plant particularly with hands on experience in supporting Production Shopfloors PCs, handhelds such as barcode scanners, label printers & RF Guns etc. will be highly advantageous - for Manufacturing plants
17. Highly motivated & Customer Service Oriented. Able to handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues to provide an enhanced customers experience.

Responsibilities

1. Perform routine health check of MDF, Conference rooms including Video conference systems etc.
2. Provide Smart Hands & Feet support for IT Infrastructure equipment such as network and server equipment, including racking & stacking etc. on need basis
3. Asset Inventory Management including spare parts. Working experience & knowledge on CMDB/Service Now is advantageous
4. Facilitates IT Procurement Team to purchase/receive hardware and software
5. Support offsite events such as planning, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labour and incidental travel expenses shall be funded by HCL (e.g. meals, travel, and lodging) in accordance with the Agreement

Skill Requirements

• BS / BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience

• Minimum 5 years of technical experience in IT technical support and/or IT Service Delivery.
• Technicians to be bilingual which Includes Mandatory English conversational/written along with Local language (eg. Japanese ) Business level written/spoken
• Technicians should have good working knowledge on Infrastructure IT Equipment for Smarts Hands Support
• Strong working experience/knowledge on O365 or MS Office skills (Outlook, Word, Excel, PowerPoint etc)
• Strong Microsoft Operating System installation and troubleshooting skills
• MAC Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience/knowledge on IT with basic understanding of Networks, Servers and Telecoms
• Strong Customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating
• Experience including remote control of PCs and video conferencing knowledge
• Comprehensive Background Verification security check will be required

Other Requirements

• Microsoft Certified Professional (MCP) or better
• A Technical Certification (Microsoft / Dell / CISCO)
• ITIL Certification
• CompTIA A+