Vacancy expired!
Description As an End User Support Technician with Minimum of 3 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:Provide customer facing end-user support that includes Break-fix support for Laptop, desktop, tablets and associated hardware peripheralsIMAC support including large scale/bulk office moves/re-stack activities (all moves)Support for Operating System, base load software, MS Office suite and other business application Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDsAccess related issues with smart card, password and security, application configuration and troubleshooting, and general inquiriesSupport for the Mobility devices (IOS/iPhone/IPads)VIP and home-based office (HBO) user supportManage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenanceRespond to end-user requests for updates on ticket status and promptly follow up as needed.Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)Perform managed print service invoicing/meter read/polling report verificationPerform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logsCoordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by supportProvide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.Provide On-call support if required outside business hours on a rotational basis
Desired Skillsets Strong understanding of Client based Operating SystemsStrong ticketing system experienceProficient understanding of level 1 Helpdesk servicesStrong understanding of end user hardwareStrong knowledge of client based applicationsProficient with common network protocols (TCP/IP) for device connectivity issuesExcellent communication skills (English & Local language)Excellent customer engagement and customer service skillsStrong desire to help, share, and assist othersExcellent analytical skills, Work Ethic and Problem-solving skillsBasic Safety knowledge in order to assist users with ergonomic equipmentAbility to lift heavy equipments within stockroom Customer experience - CSAT focused with Customer is #1 AttitudeProfessional and courteous and Ability and patience to work in a high dense client environmentManage customer profile in ThinManager (SCADA)Install WInTMC on a customer laptop (SCADA)Install and configure a ThinClient for customer use (SCADA)Process customer access to Ignition and Wonderware(SCADA)systems, added security (ITSM), includes DUO and CyberArk(SCADA)Flexible for travelling to remote sites/ColocationsTechnical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCLs Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.comVacancy expired!