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

• Perform routine health check of MDF, Conference rooms including Video conference systems etc.
• Provide Smart Hands & Feet support for IT Infrastructure equipment such as network and server equipment, including racking & stacking etc. on need basis.
• Asset Inventory Management including spare parts. Working experience & knowledge on CMDB/Service Now is advantageous.
• Facilitates IT Procurement Team to purchase/receive hardware and software.
• 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
• Certification would be a real added advantage on this role.
• • Microsoft Certified Professional (MCP) or better
  • A Technical Certification (Microsoft / Dell / CISCO)
  • ITIL Certification
  • CompTIA A+

Other Requirements