IT Service Desk Technician (f/m/d)
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.
Role Definition:
This role is responsible for researching, resolving, and responding to complex questions received via the ticketing system or escalations. It provides support on services in accordance with current standards and follows up with users to ensure problems are resolved satisfactorily.
Responsibilities:
* Maintain knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
* Act as a liaison for major products, working with other areas of IT, other departments, and third-party vendors to solve technical issues as needed.
* Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
* Provide accurate and timely logging of customer incidents and tasks to meet agreed-upon service levels.
* Demonstrate initiative and act independently to resolve problems.
* Participate as a member of the rotating IT on-call team that provides 24-hour support to internal customers (not all sites require on-call participation).
* Participate in team projects as requested.
* Perform preventative maintenance to resolve problems or identify resolutions to appropriate vendors or manufacturers.
Skills and Abilities:
* Customer is #1 attitude.
* Personal accountability for results.
* Minimum of 3 years’ technical experience in deskside support, including PC hardware repair (Dell), Windows system support, OS X support, software troubleshooting, and performing tech refresh.
* Support for iOS/iPhone/iPads (excluding warranty hardware repair), mobile device management, and mobile application management (iPhone and Android).
* Networking skills and basic knowledge of network and telephony support.
* Weekly tracking of new/deployed assets, lost/stolen assets, and basic support in video conferencing equipment.
* Hands-on experience in server-side maintenance like upgrading and patching activities, experience with Intune and Blackberry UEM, and basic support in video conferencing equipment.
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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.