Field Support Technician

HCL Technologies • Pensacola, FL

387d • $34,000 - $59,000

About The Position

The Field Support Technician at HCLTech is responsible for providing high-quality technical support and customer service to end users. This role involves direct interaction with users for on-site problem resolution, installation, configuration, and maintenance of various IT equipment. The technician will work collaboratively within a team to ensure effective service delivery and support for IT operations.

Requirements

• 1-3 years of experience as a Field Services Technician.
• BS/BA in Computer Science, Information Systems, or equivalent experience.
• Experience in service delivery and end-user hardware/software configuration troubleshooting.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexibility to travel to remote sites or clusters.
• Ability to lift weight up to 30 lbs at waist level.

Nice To Haves

• Experience with various desktop systems and operating systems.
• Familiarity with network-related issues.

Responsibilities

• Provide customer-facing end-user support including installation and configuration of desktops, laptops, mobile devices, and associated peripherals.
• Perform break-fix, desk-side support, IMACD's, data migration, and refreshes.
• Conduct onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could adversely impact end user experience and take preventive action.
• Manage the ticket queue ensuring tickets are resolved and closed within defined service level agreements.
• Coordinate with vendors for end-user support, including hardware vendor technicians for warranty repairs.
• Perform security and compliance-related tasks such as access reviews and risk assessments.
• Coordinate with Level 3 support groups for service delivery enhancements and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts.
• Provide IT support for disaster recovery and emergency situations at local sites.
• Provide on-call support outside business hours on a rotational basis.
• Provide hand and feet support for network data and voice devices.
• Install and configure IP, wireless, analog, and digital phones.
• Update inventory of phones, peripherals, and system cards to the network voice team.
• Test cables for IP and TDM phones from patch panel to user’s desk.
• Punch cables for different types of panels using appropriate tools.
• Update circuit inventory and vendor details for service providers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree