Desktop Support / Field Services Position Available In Davidson, Tennessee

Job Description:

Minimum Experience 1-3 Years of Field Services/SupportTechnician Check below to see if you have what is needed for this opportunity,and if so, make an application asap. As a member of the Field Service Operations team, the candidatewill provide high quality support with very good customer service,technical expertise, and timeliness. This position has frequentcontact with end users, peers, and managers, primarily face-to-faceas desk side support for service requests and on-site problemresolution. The candidate will work in a team environment with acollaborative approach to resolving customer problems andsupporting other members of the Site Services department. Thecandidate will also provide hands and eyes support to other ITteams including but not limited to Audio Visual, Network (Date andvoice), and Servers. As an Onsite Support Technician with minimum of one to three yearsof technical experience in providing quality services to the endusers which includes the following key roles andresponsibilities: Provide customer facing end-user support that includes: Install and Configure desktops, laptops, mobile devices, andassociated Peripherals and related Software. Perform Break Fix, Desk Side Support, IMACD’s, Data Migration,Refreshes, etc. Perform onsite updates, Configuration changes, or Softwareinstallations. Provide onsite technical assistance to End Users. Identifies potential issues that could adversely impact End Userexperience and follows through on action steps to prevent. Manage the ticket queue and ensure tickets are resolved and closedwithin the defined service level agreement. Respond to end-userrequests for updates on ticket status and promptly follow up asneeded. Coordinate with vendors for provision of end-user support (e.g.

Hardware Vendor technicians for warranty repair/replacement) Perform end-user support related security and controls andcompliance related tasks such as access reviews, risk assessments,controls verifications, facility inspections, maintenance ofverification logs Coordinate with Level 3 support groups and project teams forservice delivery enhancements, maintenance and upgrades. Provide IT support for on-site or off-site events and meetingsincluding site setup, coordination with venue IT/AV contacts andstand-by support Provide IT support for disaster recovery and immediate response inthe event of emergency situations at local sites. Provide On-call support if required outside business hours on arotational basis Provide Hand and Feet support for network data and voicedevices FSO Telecom task: Installation of IP, wireless, Analog and Digital phones (Avaya,Nortel, Cisco, Siemens, Mitel etc.) Configuration of phones using SOP and Phones movement. Update the inventory of phones, peripherals and system cards (likeTDM, digital and CPU cards etc.) to network voice team. Testing the cables using the tester for IP phone and TDM phonesfrom patch panel to user’s desk Punching the cable for different type of panel like patch panel orIDF or MDF for krone with krone tool and punching tool Update the circuit inventory and vendor details for serviceprovider to network voice team. Coordination with local vendor for ISP, OEM, channel partner anddifferent team

Desired Qualifications:

BS/BA in Computer Science, Information systems, or an equivalentcombination of education or Experience One to three years of experience in service delivery and End-userhardware and software Configuration troubleshooting. Experience with various desktop systems, operating systems, anddiverse technical environments. Excellent customer service orientation and verbal communicationskills. Experience Supporting Windows Operating Systems, MS Office, VPN,local and Network printing, Notebooks and mobile devices. Ability to install software for and troubleshoot a wide range ofapplications. Analytical thinking and problem-solving ability. CompTIA A+ certification or equivalent certification Flexible for travelling to remote sites or cluster Provide assistance for network relates issues Should be able to lift weight up to 30 lbs at waist level Update the inventory of phones, peripherals and system cards (likeTDM, digital and CPU cards etc.) to network voice team. Testing the cables using the tester for IP phone and TDM phonesfrom patch panel to user’s desk Punching the cable for different type of panel like patch panel orIDF or MDF for krone with krone tool and punching tool Update the circuit inventory and vendor details for serviceprovider to network voice team. Coordination with local vendor for ISP, OEM, channel partner anddifferent team. HCL is an equal opportunity employer, committed to providing equalemployment opportunities to all applicants and employees regardlessof 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. Should anyapplicant have concerns about discrimination in the hiring process,they should provide a detailed report of those concerns tosecure@hcltech.com for investigation. A candidate’s pay within the range will depend on their skills,experience, education, and other factors permitted by law. Thisrole may also be eligible for performance-based bonuses subject tocompany policies. In addition, this role is eligible for thefollowing benefits subject to company policies: medical, dental,vision, pharmacy, life, accidental death & dismemberment, anddisability insurance; employee assistance program; 401(k)retirement plan; 10 days of paid time off per year (some positionsare eligible for need-based leave with no designated number ofleave days per year); and 10 paid holidays per year.