Desktop Support Engineer

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Role definition

This role will be responsible for providing support to Warehouse and resolving the technical issues and inventory management.

Essential Duties and Responsibilities

• Good knowledge of Device Deployment.
• Troubleshooting on the device build process
• Provide accurate and timely response to issue raised by client and Warehouse.
• Must be able to manually lift 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.
• Effective communication and email handling
• Managing and organizing the incoming and outgoing emails
• Demonstrate initiative and act independently to resolve problems
• Responsible for escalating all “next level” break fix issues to their manager for resolution
• Maintain the New/used device inventory
• Good knowledge of Asset transfer tool/ Intune / SCCM must***
• Participate in daily/weekly/monthly client and internal call
• Demonstrate initiative and act independently to resolve problems
• Responsible for escalating all “next level” break fix issues to their manager for resolution
• Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer
• Track the devices manually and update in tracker.
• Follow up on the devices shipped and mange to collect the devices received at WH and report to client
• Good knowledge on inventory management.
• Tracking the delivery by pulling the report from Logistics website.

Skills and Abilities

• Customer focused – Customer is #1 Attitude
• Personal accountability for results.
• Knowledge on Deskside Support & Networking
• Minimum of 3 years’ technical experience in providing Deskside Support
• Software installation/troubleshooting
• Performing Tech Refresh
• Networking
• Asset tracking – Weekly tracking of New/Deployed Asset, Lost/Stolen Asset
• Experience in working on Intune/SCCM.
• Inventory Management

Education / Expertise

• Technical degree with 3 years of technical experience; or high school diploma/GED with 3 years of technical experience.
• Minimal 3+ years of experience in hardware, software and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment.

Benefits

• A supportive, diverse and global team with a brilliant culture.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
• To know more about us visit – www.hcltech.com