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Information Technology Field Technician
- Florida, New York, United States
- Florida, New York, United States
Über
Responsibilities Incident Management & Resolution
Act as Site SPOC for critical incidents (P1/P2) and coordinate with the Critical Incident Manager.
Perform triage and assignment of site alerts/incidents.
Provide hands-and-eyes support for break-fix issues that cannot be resolved remotely.
Adhering to SLAs agreed in the Scope
ITIL Processes awareness and adhering to ITIL process workflow.
Site Operations & Preventive Maintenance
Conduct daily site walkthroughs and routine checks.
Maintain site-specific knowledge base and update manuals.
Performs routine maintenance and preventive checks to ensure the health of critical IT systems
Assist in planned change management activities requiring on-site presence.
Bridge between L2/L3 support teams and business stakeholders.
Engage and escalate IT issues impacting business operations.
Coordinate and shadow dispatch engineers during work completion.
Reporting to the Track Lead / Team Lead at Site
Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
Troubleshooting technical issues
Attends operations related meetings.
Site review & meetings with site SPOC.
Meetings with vendors, OEMs on open actions
Required Skills / Qualifications
Minimum 5-77yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
Strong Microsoft Operating System installation (Win10 / Win11 / MAC OS X) and troubleshooting skills.
Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices
Familiarity of IT-OT systems (SCADA, PLC, HMI), industrial networking, Windows-based engineering workstations.
ServiceNow for SLA tracking and ticket management.
Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
Hands on experience in handling Data center hardware.
Good knowledge on Virtualization, Network, Storage servers, backups, VMs, and Cloud technology.
Able to handle unforeseen situations.
Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.
Additional Responsibility
Might need to travel to other sites based on demand and requirements.
On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
Handle operations and customer requirements as per process and agreed SOW.
Possible rotational shifts.
Soft Skills
Excellent communication and conversation skills (Verbal and Written)
Coordination with HCL internal teams, stakeholders, and vendors
Good working knowledge of MS OFFICE
Should have a great customer handling skill
Can drive HCL’s value and its methodology
Ability to adjust to evolving processes
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of 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 any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
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Sprachkenntnisse
- English
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