Standard IT support Engineer

Responsibility:

Provisioning of Desktop Support Engineer who's competent to Provide Executive Support for VIP users, act as Single Point of Contact (SPOC) interface between customer business leadership, HCL cross functional towers. Strong Technical support skills & Communication skills (both written & spoken).

Technical Support includes installation and Troubleshooting of all End User Equipments including Corporate mobile devices and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

(a) Desk side engineer for technical support for customers and their networked computers and peripherals

(b) Interface with multiple levels of end users, management, VIPs and technical staff

(c) First point of Escalation in case of any Priority 1 issues in Plant

Duties include (but not limited too)

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, PDAs(Tablets), BlackBerrys, Mobile, and LAN cable drops, BYOD, I.P. Phones & Audio video conference devices. Hands & feet support for network and server equipment as well as any IT related projects.

Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

VIP Support

SPOC for business leaders & HCL Functional Teams

Deskside engineer would be performing proactive systems/ devices check regularly before manufacturing plant start

IMACD function including installation and decommission

Backing up and restoring user data, settings and associated systems administration activities

Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts

Assist on Incident and Problem management activities

Taking ownership of issues through to resolution on all appropriate requests

Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information

Move equipment associated with escalated help desk incidents and service requests

Performing asset inventory activities as needed

Recommends and/or performs upgrades on systems to ensure longevity

Works with procurement staff to purchase hardware and software

Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites

Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labour and incidental travel expenses shall be funded by HCL (e.g. meals, travel, and lodging) in accordance with the Agreement

Be available for On-call support on need basis & as business demands

Adhere to ticket response and resolution SLA's as agreed upon with the customer

Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

Capabilities Requisites:

At least 3-5 years of experience in the field or in a related area required

Technicians to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Japanese )

Technicians should have good knowledge on Hands and Feet

Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)

Strong Microsoft Operating System installation and troubleshooting skills

MAC Operating System installation and troubleshooting skills

Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds

Broad experience of IT with basic understanding of Networks, Servers and Telecoms

Strong Customer service skills

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Strong written and verbal communication skills

Must be detail oriented and self-motivating

Experience including remote control of PCs and video conferencing knowledge

Background security check required

Job type: Direct Placement Experience level: 3 Years Division: eTeam Workforce Limited- HK Reference: 23-00476