Job Summary

Job Description:

Field Support Operations (FSO) – Onsite Deskside Support

Job Title

Field Support Operations (FSO) – Onsite Deskside Support Engineer

Function

End User Services (EUS) | Field Services Operations

Location

Singapore and Other GIC Global Office Locations

Shift Requirement

Singa24x7 Operations Support (Rotational Shifts & Rotational Weekly Offs)

Role Summary

HCLTech will provide Onsite Deskside Support as the physical hands-and-feet support layer for GIC's end users across all global office locations. The Field Support Operations (FSO) acts as the onsite extension of the Service Desk, responsible for resolving incidents and service requests requiring physical intervention, managing endpoint devices throughout their lifecycle, supporting collaboration technologies, AV/VC environments, executive users (VIP Support), technology bars, and proactive endpoint maintenance activities.

The FSO will operate within GIC's technology ecosystem with a strong focus on digital workplace experience, proactive device intelligence, asset lifecycle governance, and field dispatch activities enabled through Nexthink Digital Employee Experience (DEX) analytics.

In addition, the FSO will provide hands-and-feet support for Infrastructure Technology Towers including Network, Server, Storage, Security, and Cloud Operations whenever onsite assistance is required at office locations, communication rooms, or server rooms.

Key Responsibilities

Key Responsibilities

Onsite Incident Resolution & Service Request Fulfilment

• Provide onsite support for incidents and service requests requiring physical intervention.
• Troubleshoot and resolve hardware, software, operating system, application, network, and mobility-related issues.
• Provide real-time acknowledgment, ownership, and resolution of relevant IT infrastructure issues.
• Support account lockouts, Microsoft 365 issues, VPN connectivity, user access, and permissions requests as per procedures
• Coordinate with Service Desk, OEM Vendors, and third-party service providers as needed.
• Ensure tickets are resolved within agreed SLA and customer satisfaction targets.
• Perform root cause analysis and recommend improvements to reduce recurring incidents.

End User Computing (EUC) Support

Support and maintain the following technologies:

Endpoint Devices

• Laptops and Desktop Computers
• Virtual Desktop Infrastructure (VDI) Endpoints
• Thin Clients
• Tablets
• Workstations

End User Peripherals

• Monitors
• Docking Stations
• Keyboard and Mouse Devices
• Headsets
• Web Cameras
• Security Locks
• Storage Devices
• Chargers and Power Adapters
• Cables and Accessories

Mobility Devices

• iOS Smartphones and Tablets
• Android Smartphones and Tablets
• BYOD Devices (if applicable)
• Corporate Mobility Services
• Corporate SIM Management

Printing & Imaging

• Printers
• Scanners
• Multi-Function Devices (MFDs)

Device Build, Deployment & Lifecycle Management

• Build, image, configure, deploy, and support end-user devices.
• Install, upgrade, and maintain Windows operating systems and Microsoft Office products.
• Perform software installations, patching, and security updates.
• Execute employee onboarding, relocation, and offboarding activities.
• Support device refresh, replacement, and retirement programs.
• Maintain compliance with enterprise device management and security standards.

Proactive Device Maintenance Program

Execute structured and proactive maintenance activities including:

Weekly

• Technology floor walks
• User experience validation
• Device health inspections

Monthly

• AV/VC room readiness validation
• Endpoint optimization reviews
• Workplace technology checks

Bi-Monthly

• Printer and MFD health assessments
• Preventive maintenance reviews

Quarterly

• Endpoint physical asset sweeps
• Hardware condition assessment
• Inventory validation

Continuous

• Nexthink-triggered proactive dispatch activities
• Endpoint health monitoring
• Preventive maintenance logging
• Endpoint performance optimization

Asset Inventory & CMDB Management

• Maintain accurate inventory records for all assigned hardware assets.
• Update CMDB and Asset Management systems.
• Track asset movement, allocation, refresh, return, and disposal activities.
• Conduct periodic asset audits and reconciliations.
• Ensure compliance with asset governance and security standards.

AV/VC & Collaboration Technology Support

Support enterprise collaboration technologies, including:

• Board Rooms
• Conference Rooms
• Meeting Rooms
• Training Facilities
• Town Hall Events

Responsibilities

• Conduct room readiness checks.
• Provide onsite support for executive meetings and critical business events.
• Troubleshoot AV/VC issues in real-time.
• Support Microsoft Teams Rooms and collaboration solutions.
• Coordinate with AV vendors for issue resolution and maintenance.

IP Telephony Support

Support and maintain:

• Avaya Telephony Platforms
• SIP/VoIP Technologies
• Desk Phones
• Soft Phones
• Conference Phones

Responsibilities

• Device deployment and provisioning.
• Troubleshooting telephony issues.
• MACD (Moves, Adds, Changes, and Deletes) activities.
• Vendor coordination and incident resolution.

VVIP White-Glove Support

Provide premium technology support to senior executives and leadership teams.

Responsibilities

• Executive device support and management.
• Boardroom readiness validation.
• High-priority incident response.
• Executive meeting and presentation support.
• Proactive monitoring and issue prevention.

Walk-In Center / Technology Bar Operations

• Provide face-to-face technology support to end users.
• Handle walk-in incidents and service requests.
• Perform device diagnostics and health checks.
• Support device replacement and swap services.
• Conduct user education and guidance sessions as required.

ITSM & Service Operations Governance

• Manage incidents, requests, tasks, and work orders through ITSM platforms.
• Ensure compliance with ITIL processes and service management standards.
• Maintain high ticket quality standards.
• Escalate unresolved issues appropriately.
• Participate in service reviews, customer meetings, and operational governance discussions.
• Create and provide operational and service performance reports.

Hands-and-Feet Support for Technology Towers

Serve as the onsite operational support resource for infrastructure teams where remote resolution is not possible.

Responsibilities

• Provide hands-and-feet support for:
• Server Operations
• Network Operations
• Security Operations
• Storage Infrastructure
• Backup Infrastructure
• Data Center Operations
• Unified Communications
• Support planned changes, maintenance windows, infrastructure upgrades, and major incident activities.
• Perform physical activities at office locations, communication rooms, and server rooms based on instructions from technology tower teams.
• Assist with (as received instruction from Infrastructure Teams)
• Cable patching and tracing
• Device reboot and power cycling
• Hardware installation and removal
• Equipment rack and stack activities
• Physical health checks
• Labeling and inventory verification in Global Locations
• Remote Smart Hands activities
• Participate in major incident bridge calls and execute onsite actions as directed.
• Ensure timely completion and update of assigned activities during planned and emergency maintenance events.
• Act as the local site escalation contact for infrastructure teams during critical incidents.

Skill Requirements

Technical Skills & Competencies

Operating Systems

• Windows 10 & Windows 11
• Virtual Desktop Infrastructure (VDI)
• Thin Client Technologies

Microsoft Technologies

• Microsoft 365
• Outlook
• Teams
• OneDrive
• Active Directory
• Office Applications

End User Computing

• Desktop and Laptop Support
• Remote Support Tools (RDP, Bomgar, BeyondTrust, etc.)
• Endpoint Management
• EUC Device Lifecycle Management

Networking Fundamentals

• LAN/WAN
• TCP/IP
• Wi-Fi Troubleshooting
• VPN Technologies

Mobility Technologies

• iOS Devices
• Android Devices
• Mobile Device Management (MDM)

Monitoring & Analytics

• Nexthink DEX
• Endpoint Monitoring Tools
• IT Infrastructure Alert Monitoring

ITSM & Asset Management

• ServiceNow or equivalent ITSM platforms
• CMDB Management
• Asset Lifecycle Management
• Helpdesk Administration

AV/VC Technologies

• Microsoft Teams Rooms
• Video Conferencing Systems
• Unified Collaboration Platforms

Telephony

• Avaya
• SIP/VoIP
• Conference Telephony Systems

Other Requirements

Ticket Quality Expectations

The FSO must maintain exemplary ticket quality through:

• Accurate categorization and prioritization
• Complete troubleshooting documentation
• Timely user communication and updates
• Detailed resolution and closure notes
• Proper asset and CI association
• SLA adherence
• User confirmation prior to closure
• Compliance with Incident, Request, Problem, and Change Management processes
• High First-Time Fix Rate (FTFR)
• Reduction in ticket reopens and repeat incidents

Experience & Qualifications

Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.

Experience

• 3–8 years of Deskside Support / EUC Support experience.
• Experience supporting large global enterprise environments.
• Experience working in 24x7 support models.
• Experience supporting executive and VVIP users.
• Experience with ITSM platforms, CMDB, Asset Management, Mobility, and AV/VC solutions.
• Experience providing Smart Hands / Hands-and-Feet support for Infrastructure Tower teams is highly desirable.

Behavioural Competencies

• Strong Customer Service Orientation
• Excellent Verbal & Written Communication
• Ownership & Accountability
• Problem Solving & Analytical Thinking
• Stakeholder Management
• Attention to Detail
• Team Collaboration
• Executive Presence
• Service Excellence Mindset
• Ability to Work Under Pressure
• Continuous Improvement Focus

Preferred Certifications

• ITIL Foundation
• Microsoft Certified Professional
• Helix or ServiceNow Fundamentals