Deskside Engineer

The Deskside Engineer will provide hands‑on, remote, and in‑person technical support for enterprise users across Windows 11 endpoints, Mac devices, and corporate iPhones. The role is responsible for resolving incidents and service requests, supporting device lifecycle activities, maintaining endpoint compliance, assisting with onboarding and offboarding, and collaborating with Service Desk, Network, Security, Asset, and L3 teams to ensure a stable and high‑quality end‑user experience. 2. Key Responsibilities Area Responsibilities Provide deskside and remote support for Windows 11 laptops/desktops, MacBook/iMac/Mac mini, iPhone, printers, docking stations, monitors, headsets, and other end‑user peripherals. Troubleshoot hardware, OS, application, profile, login, performance, VPN, Wi‑Fi, Outlook, Teams, OneDrive, printing, and connectivity issues. Mac Support Provide support for macOS, Apple hardware, FileVault, local profile issues, enterprise application deployment, VPN, Wi‑Fi, printers, Microsoft 365 for Mac, Teams, Outlook, OneDrive, and other approved business applications. Support Jamf/Intune-managed Mac endpoints as per process. Support corporate iPhones including device setup, enrollment, activation, app installation, email/calendar setup, MFA authenticator configuration, network/VPN connectivity, passcode reset coordination, device replacement, and wipe/retire activities through approved MDM processes. Assist with Microsoft Intune, Jamf Pro, Apple Business Manager, configuration profiles, compliance checks, encryption verification, patch status follow‑up, application deployment validation, vulnerability remediation coordination, and audit evidence collection. Device Lifecycle & Asset Support Manage device provisioning, imaging/reimaging coordination, asset tagging, inventory validation, break‑fix support, warranty coordination, advance exchange, device refresh, return logistics, onboarding setup, and offboarding recovery activities. Executive / VIP Support Provide professional support for VIP and business‑critical users with strong ownership, proactive communication, timely ticket updates, and clear follow‑through until resolution. Maintain SOPs, knowledge articles, troubleshooting guides, ticket notes, problem trends, recurring issue inputs, and improvement recommendations to reduce repeat incidents and improve first‑time resolution. 3. Required Technical Skills Skill Category Expected Knowledge Windows 11 Administration Windows 11 troubleshooting, device drivers, user profiles, BitLocker, Windows Hello, Autopilot awareness, patching, application installation, printer support, VPN/Wi‑Fi, and performance troubleshooting. Mac Administration macOS support, FileVault, local/admin account troubleshooting, Mac application deployment awareness, printers, Wi‑Fi, VPN, Microsoft 365 for Mac, and Apple hardware diagnostics. iOS/iPhone setup, activation, enrollment, app deployment validation, Outlook/Teams/Authenticator support, device wipe/retire process, passcode lockout support coordination, and cellular/Wi‑Fi troubleshooting. Microsoft Intune, Jamf Pro, Apple Business Manager, compliance policies, configuration profiles, device enrollment, application deployment, and MDM troubleshooting awareness. Outlook, Teams, OneDrive, SharePoint access, Office applications, Exchange profile troubleshooting, MFA, SSO, and basic Entra ID/Azure AD support awareness. Networking & Peripherals TCP/IP, DNS, DHCP, VPN, Wi‑Fi, docking stations, monitors, printers, scanners, headsets, mobile hotspots, and basic network triage. ITSM & Operations ServiceNow or equivalent ITSM tool, incident/request/change process awareness, SLA management, ticket documentation, knowledge base usage, asset lifecycle tracking, and escalation handling. Basic PowerShell preferred for Windows checks and remediation; Bash/Zsh awareness preferred for Mac support; ability to use approved scripts safely as per SOP. 4. Qualifications & Certifications Bachelor's degree in Computer Science, Information Technology, Electronics, or a related discipline preferred. Minimum 3 years of hands‑on end‑user computing or deskside support experience in an enterprise environment. Experience supporting Windows 11, macOS, and iPhone/iOS devices for corporate users. Microsoft certification such as Microsoft 365 Fundamentals, Endpoint Administrator, or Windows client support certification preferred. Apple certification such as Apple Device Support, Apple Deployment and Management, ACSP, Jamf 100, or Jamf 200 preferred. Experience in regulated, audit‑driven, or client‑facing IT environments is preferred. Strong customer service mindset with patience, professionalism, and clear communication. Ability to explain technical steps in simple language to business users. Strong ownership, follow‑up discipline, and ticket hygiene. Ability to prioritize VIP, business‑critical, and SLA‑sensitive issues. Good collaboration with Service Desk, L2/L3, Security, Network, Application, Asset, and Telecom teams. Ability to work independently during floor support, dispatch support, walk‑up support, and scheduled maintenance activities. Attention to detail for audit evidence, asset data, compliance checks, and documentation. 6. Key Performance Indicators KPI Expected Outcome Incident Resolution SLA Tickets resolved or progressed within agreed SLA timelines. First Contact / First Time Fix High percentage of issues resolved without repeat escalation where process allows. Ticket Quality Clear updates, accurate categorization, closure notes, and evidence attachment. Managed devices remain encrypted, patched, enrolled, and aligned with enterprise baseline. Customer Satisfaction Consistent positive feedback from end users and VIP stakeholders. Asset Accuracy Device assignment, return, replacement, and lifecycle updates recorded accurately. Knowledge Contribution Regular contribution to SOPs, known error articles, and troubleshooting documentation. 7. Preferred Enterprise Experience Enterprise Windows 11 support with Microsoft Intune‑managed endpoints. Jamf Pro and Apple Business Manager exposure for Mac and iPhone fleet support. ServiceNow‑based incident, request, change, asset, and knowledge management. Experience with device refresh, break‑fix, advance exchange, and onboarding/offboarding support. Support for hybrid users, remote users, walk‑up users, and executive users. Coordination with InfoSec for encryption, vulnerability remediation, endpoint compliance, and audit evidence. Exposure to M365 collaboration stack, MFA, SSO, VPN, network printing, and peripheral support. 8. Role Fit Summary This role is best suited for a hands‑on Deskside Engineer who can independently support Windows 11, Mac, and iPhone users, manage daily endpoint support operations, maintain strong ticket discipline, and coordinate effectively with cross‑functional teams. The candidate should be technically strong, customer‑focused, audit‑aware, and comfortable supporting enterprise users in a structured ITSM environment. 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 View email address on click.appcast.io for investigation. #J-18808-Ljbffr HCLTech