Track Lead - Desk Side Services, AMT Asset Management Software
India
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Job Description
Track Lead - Desk Side Services, AMT Asset Management Software
Others, Telangana

Job Summary

Candidate must have the below experience on Windows and Mac machines. Under supervision of Regional Field Service Manager install configure, service, maintain information technology systems and applications. Maintain a daily IMAC, Incident, and Refresh resolution rate of 5+ tickets per day for Windows and Mac. It is a onsite type role that does require strong people and communication skills along with a solid background of Workstation support. Minimum 3 years work experience. The Individual must be able to work alone and within a team. The ability to followed defined processes and carry out various Operational type task. Strong ability to troubleshoot and isolate Level 2 type issues that are related to either Hardware or Software environments. Advanced Experience in Windows and Mac Operating Systems. Candidate should also have a knowledge of all MAC related Hardware and Software type issues. Experience in Active Directory and Jamf all is also a plus. Roles and Responsibilities: • Imaging of Windows/Mac Devices to latest version • Provide 2nd Level Support • Unboxing and packing of equipment To/ From Remote locations • Must be able to follow schedules and perform administrative type tasks • IMAC • Perform Hardware and Software Installations • Smart Hands Activities • Provide remote support for users traveling or at home. • Endpoint Encryption Troubleshooting – McAfee • Ability to work in Active Directory • Provide asset information within ticketing system to ensure an accurate asset database • Perform refresh of end user devices in alignment with refresh schedules • Assist with inventory activities as required weekly and monthly • Ensure local Inventory is up to date and correct • Maintain an incident/IMAC resolution/closure rate of 5+ tickets per day • Ability to work within Service Now • Strong ability to interact with Customers • Proper Documentation of End User Issues within Service Now • Backup and Restoration of End User Data

Key Responsibilities

Candidate must have the below experience on Windows and Mac machines. Under supervision of Regional Field Service Manager install configure, service, maintain information technology systems and applications. Maintain a daily IMAC, Incident, and Refresh resolution rate of 5+ tickets per day for Windows and Mac. It is a onsite type role that does require strong people and communication skills along with a solid background of Workstation support. Minimum 3 years work experience. The Individual must be able to work alone and within a team. The ability to followed defined processes and carry out various Operational type task. Strong ability to troubleshoot and isolate Level 2 type issues that are related to either Hardware or Software environments. Advanced Experience in Windows and Mac Operating Systems. Candidate should also have a knowledge of all MAC related Hardware and Software type issues. Experience in Active Directory and Jamf all is also a plus. Roles and Responsibilities: • Imaging of Windows/Mac Devices to latest version • Provide 2nd Level Support • Unboxing and packing of equipment To/ From Remote locations • Must be able to follow schedules and perform administrative type tasks • IMAC • Perform Hardware and Software Installations • Smart Hands Activities • Provide remote support for users traveling or at home. • Endpoint Encryption Troubleshooting – McAfee • Ability to work in Active Directory • Provide asset information within ticketing system to ensure an accurate asset database • Perform refresh of end user devices in alignment with refresh schedules • Assist with inventory activities as required weekly and monthly • Ensure local Inventory is up to date and correct • Maintain an incident/IMAC resolution/closure rate of 5+ tickets per day • Ability to work within Service Now • Strong ability to interact with Customers • Proper Documentation of End User Issues within Service Now • Backup and Restoration of End User Data

Skill Requirements

Candidate must have the below experience on Windows and Mac machines. Under supervision of Regional Field Service Manager install configure, service, maintain information technology systems and applications. Maintain a daily IMAC, Incident, and Refresh resolution rate of 5+ tickets per day for Windows and Mac. It is a onsite type role that does require strong people and communication skills along with a solid background of Workstation support. Minimum 3 years work experience. The Individual must be able to work alone and within a team. The ability to followed defined processes and carry out various Operational type task. Strong ability to troubleshoot and isolate Level 2 type issues that are related to either Hardware or Software environments. Advanced Experience in Windows and Mac Operating Systems. Candidate should also have a knowledge of all MAC related Hardware and Software type issues. Experience in Active Directory and Jamf all is also a plus. Roles and Responsibilities: • Imaging of Windows/Mac Devices to latest version • Provide 2nd Level Support • Unboxing and packing of equipment To/ From Remote locations • Must be able to follow schedules and perform administrative type tasks • IMAC • Perform Hardware and Software Installations • Smart Hands Activities • Provide remote support for users traveling or at home. • Endpoint Encryption Troubleshooting – McAfee • Ability to work in Active Directory • Provide asset information within ticketing system to ensure an accurate asset database • Perform refresh of end user devices in alignment with refresh schedules • Assist with inventory activities as required weekly and monthly • Ensure local Inventory is up to date and correct • Maintain an incident/IMAC resolution/closure rate of 5+ tickets per day • Ability to work within Service Now • Strong ability to interact with Customers • Proper Documentation of End User Issues within Service Now • Backup and Restoration of End User Data

Other Requirements

Candidate must have the below experience on Windows and Mac machines. Under supervision of Regional Field Service Manager install configure, service, maintain information technology systems and applications. Maintain a daily IMAC, Incident, and Refresh resolution rate of 5+ tickets per day for Windows and Mac. It is a onsite type role that does require strong people and communication skills along with a solid background of Workstation support. Minimum 3 years work experience. The Individual must be able to work alone and within a team. The ability to followed defined processes and carry out various Operational type task. Strong ability to troubleshoot and isolate Level 2 type issues that are related to either Hardware or Software environments. Advanced Experience in Windows and Mac Operating Systems. Candidate should also have a knowledge of all MAC related Hardware and Software type issues. Experience in Active Directory and Jamf all is also a plus. Roles and Responsibilities: • Imaging of Windows/Mac Devices to latest version • Provide 2nd Level Support • Unboxing and packing of equipment To/ From Remote locations • Must be able to follow schedules and perform administrative type tasks • IMAC • Perform Hardware and Software Installations • Smart Hands Activities • Provide remote support for users traveling or at home. • Endpoint Encryption Troubleshooting – McAfee • Ability to work in Active Directory • Provide asset information within ticketing system to ensure an accurate asset database • Perform refresh of end user devices in alignment with refresh schedules • Assist with inventory activities as required weekly and monthly • Ensure local Inventory is up to date and correct • Maintain an incident/IMAC resolution/closure rate of 5+ tickets per day • Ability to work within Service Now • Strong ability to interact with Customers • Proper Documentation of End User Issues within Service Now • Backup and Restoration of End User Data
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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 227,000 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 March 2026 totaled $14.7 billion.