Engineer (Tools & Automation)
United States
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Job Description
Engineer (Tools & Automation)
Morrisville, North Carolina

Job Summary

Service Desk Analyst

Key Responsibilities

Responsibilities: • Serve as the first point of contact for customers seeking technical assistance over the Chat or phone or email • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures

Skill Requirements

Requirements: • Proven experience as a help desk technician or other customer support role • Tech savvy with working knowledge of office automation products, databases and remote control • Good understanding of computer systems, mobile devices and other tech products • Ability to diagnose and resolve basic technical issues • Proficiency in English • Excellent communication skills • Customer-oriented and cool-tempered

Other Requirements

Technical Requirements: • Working knowledge of applications running across multiple platforms like Unix, Windows, etc. • Understanding of ITIL processes. • Working knowledge of ticketing system for Incident management. • Defining processes and implementing them as per need. • Analytical and Root cause analysis • User account creation for Active Directory, Exchange Mailboxes, Distribution lists • VPN and remote dial-in users • VPN and remote dial-in users • Windows Operating systems • Clients: Win10, Windows7, Windows Vista, Windows XP, Windows 2000 • ITSM ticketing tools such as Servicenow
Maximum Salary (US):  58000
Minimum Salary (US):  37000
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 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 work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.