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EUS Field Services

Company: HCL America, Inc.
Location: Indianapolis
Posted on: April 10, 2021

Job Description:

Primary Responsibilities: --- Local and Remote support of end user devices including, but not limited to: troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless), PDA and Smartphone support, printer (MFD) support and peripheral management.--- Performing end user device imaging, deployment, installation and collection; along with the moving of any equipment from one location to another, while adhering to customer standards.--- Performing end user software installation, configuration, procurement, support, and troubleshooting on end user devices.--- Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, HP Service Manager, or Peregrine Service.--- As onsite 'Smart Hands' support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed.--- Assisting with Hardware/Software asset inventory Management, including hardware disposals.--- Support In-country/site PBX networks and PSTN interfaces.--- Assisting with special projects.--- Performing other duties as assigned.Desired Skills and Experience Core competencies, knowledge and experience:--- At least 3 years hands on experience in Field Support Services.--- Strong customer service skills--- Strong written and verbal communication skills--- Must be detail oriented and self-motivating--- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels--- Clients: Windows 10, Windows7, Windows XP, IOS--- Servers: Windows 2003, Windows 2008, Windows 2013--- Dell OEM Certified Technician for ordering parts through OEM and parts replacement --- Strong Microsoft Office skills (Outlook, Word, and Excel)--- Strong Microsoft operating System installation and troubleshooting skills--- Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers--- Basic knowledge to support Mac and iOS devices--- Knowledge to support Multifunctional Devices, Smartphones, PDA's, iPhone's, iPad's & BYOD--- Experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms--- Ability to successfully pass a background security check --- Experience including remote control of PCs and video conferencing knowledge--- Rotational On-call for executive support Technical / professional qualifications: --- High school degree or GED required. Bachelor's degree preferred.--- Microsoft certifications Business & Behavioural Skills--- Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management--- Ability to interact with customers to ensure that the service is flexible, efficient and responsive--- To work through issues analytically to a successful conclusion--- Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.--- Experience of working with multi-discipline teams in distributed locations.--- Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.--- Use of ITIL service management framework to deliver best practice --- Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.--- Self-motivated. Ability to learn new technologies on own. --- Strong technical aptitude and ability to research and solve complex issues independently --- Ability to work as part of a team. --- Ability to participate and contribute during crisis times, assist team members/leads, as needed.--- Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements.--- Demonstrate ownership and responsibility in all assignments --- Build and nurture positive working relationship with customers with the intention to exceed their Expectations. Physical demands:--- Must be able to frequently remain in a stationary/sitting position.--- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.--- Frequently moves/lifts computer equipment weighing up to 50 pounds.--- Able to manipulate small hand tools. Work environment:--- Generally works in an office or warehouse environment but may occasionally be required to perform job duties outside of the typical office setting.

Keywords: HCL America, Inc., Indianapolis , EUS Field Services, IT / Software / Systems , Indianapolis, Indiana

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