Deskside Support Engineer

Job description:

• Provide technical support across for end-user computing platforms for desktops, laptops, and mobile devices, device configuration, and technical refresh
• Provide Level 1 or level 2 break/fix support for in-scope hardware and software
• Broad understanding of Windows 10/Windows 11 and mobile operating systems (Ipad/Iphone in corporate setting) and the ability to lead change in a large complex desktop environment.
• Assess hardware and software malfunctions by means of diagnostic tools and user input
• Deliver remote and deskside support to authorized users as required
• Document and classify incidents in ticketing systems (e.g., ServiceNow)
• Provide technical support assisting workstations, setting up printers, general operating system issues, OS upgrade issues, login or connectivity issues, install new hardware and software or systems and keep track of existing problems
• Understanding of Modern cloud desktop management including technology such as Office365, Onedrive
• Responds to customer requests for service and repairs. Manage and maintain the SLA for Field Service tickets.
• Manage and maintain spare inventory for in-scope hardware devices and report inventory levels as per organizational policies
• Track requests for new devices, spare components, or peripherals
• Must be able to communicate across all levels of the organization and articulate details of a solution, problem or initiative in both a technical and non-technical context to end users or VIP users
• Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members
• Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly
• Basic understanding of Microsoft SCCM

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.