Job Description
Technical Specialist
Michigan
4.5-8 Years
USA
SR Number
HCLI/HCLI/2021/1423084
Job Description (Posting).
FIELD SERVICES TECHNICIAN L2: JOB DESCRIPTION
Responsibilities:
*Provide customer facing end-user support that includes:
-Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
-IMAC 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 MFDs
-Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
-Support for the Mobility devices (Android/iOS/iPhone/iPads)
-VIP and home-based office (HBO) user support
-Imaging/Re-imaging end user systems on approved tickets
-Supporting End User Device Lifecycle Management as per Client policies and procedures
*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 verification
*Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
*Coordinate 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 support
*Provide 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
*Provide technical orientation and training for new Client employees on existing systems and software
*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.
*Provide weekly reports as requested by Customer
*Implement best practices in the stores to resolve issues
*Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
*Participate in team projects as requested.
*Support End-User data backup, storage and recovery Services for all End-Users
*Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.
*Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planni
Qualification
B.Tech
Skill (Primary)
DWP-FSS-Desk Side Services
Entity
INFRA
No. of Positions
1
Employee Group
Business Line FT
Auto req ID
792300BR
City
Oakland County
HCL America, Inc. is proud to be an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status