Empresa:

HCLTech

Descrição da Função

Company Overview: We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries. We supercharge progress through industry-leading capabilities centered around Digital, Engineering, Cloud, and AI. Our diverse, creative, and passionate people are the driving force behind our work, consistently raising the bar for excellence. We strive to help our employees find their spark and become the best version of themselves.

The Deskside Support Technician will provide comprehensive technical support for the client's campus based personnel. With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.

Key Responsibilities:

• Provide comprehensive technical support services to the Client's onsite personnel, customers and service providers.
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Replicate and resolve customer incidents in the software & hardware environment.
• Maintain incident management system with up to date information on ticket progress
• Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA's.
• Follow established Asset Management processes
• Provide setup and support services for conference rooms.
• Provisioning and deployment of internal VoIP telephones
• Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness and timeliness.
• Effectively communicate with Deskside Management Team in regards to asset management, break/fix or Service Desk related processes (build a "proactive" environment)
• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
• Carries out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Assess reported issues and as necessary work directly with Client's service providers for escalation and timely issue resolution.
• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment
• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
• Mentor other Deskside Support Technicians as required

Skills:

• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
• Excellent communication and customer service skills. Dedication to customer service.
• Excellent teamwork skills
• Excellent desktop support technical skills
• Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)
• Ability to perform root cause analysis and determine appropriate course of action based on result

Qualifications & Experience:

• BS or BA degree preferred or equivalent work experience
• A+ Certification or equivalent required.
• Microsoft Certified Professional certification a plus

Required Language Thresholds

• English Proficiency /C1 Level

Benefits and Perks:

• Permanent Contract.
• Hybrid Work Model.
• Business hours (Monday to Friday).
• Well-rounded Health and Life Insurance Package

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being 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.

Candidate Privacy Notice:

Observações

Lisboa (Portugal)