Deskside Support Engineer

Our goal is to strengthen the brand in Spain. We are looking for a Deskside Support Engineer

What we are looking for?

The Desktop Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. The Desktop Support Engineer provides Break Fix, fault diagnosis, and resolution, offering fault analysis to customers' various core operating systems and platforms, as well as providing support and applying desktop fault resolution for the approved application suite. The ideal candidate should have 3-5 years of experience in Windows Desktop support and Infrastructure support.

Candidate Required Minimum Qualifications and Skills

• Bachelor's degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 3-5 years of relevant IT experience.
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Basic understanding of Network devices like switches, routers, firewalls, and other managed/unmanaged Network devices like wireless APs, Wireless Controller, servers, multiplexers, etc.
• Resource should be an English speaker and be well versed with the local language.
• Mobile device management including iOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Understands ITSM tools and has good hands-on experience in Service Now.
• Proven ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot Windows 10, 11 and Microsoft Office 365, Cisco Jabber, and other authorized desktop applications.
• Should have basic knowledge of the Mac operating system to support Apple PC users.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Broad experience of IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Perform other duties as assigned.
• Manage procurement and own all new in-scope hardware i.e., desktop/laptop, etc.
• Deploy and manage in-scope hardware and software.
• Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis).
• Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.
• Manage and maintain inventory of in-scope hardware, including asset tagging and recording.
• Provide technical support for all hardware/equipment of the remote site computing infrastructure.
• Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policies.
• Coordinate with the Service Desk and all other necessary Suppliers, third-party, and Allianz support organizations to manage all on-site technical support requests to resolution and closure.
• Coordinate support, maintenance, and warranty activities with relevant third parties for in-scope services.
• Coordinate with end-users or other site staff to schedule on-site technical support visits in response to an incident or IT service request including security remediation services.

Mandatory Soft Skills with Level of Competence

• Excellent communication & interpersonal skills, written and oral.
• Client relationship management.
• Problem-solving aptitude.
• Ability to manage diversity.
• Ability to resolve problems.
• Ability to translate customer needs.
• Should have the ability to coordinate with teams in different geographical locations.

About HCLTech:

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.

We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey in advancing the technological world through innovation and creativity.

Why Us?

• We offer end-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work.
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.
• We offer freedom and flexibility on the job, empowering our employees to make decisions.
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility. Our company is extremely diverse with representation of 165 nationalities.
• We offer the opportunity to work with colleagues across the globe.
• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.

If you have a valid disability certificate, Certificate of Disability in Force, please contact us.

Among HCL's principles, we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.

• HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.