Field Service Specialist

Company: HCL Technologies
Location: Carlsbad
Posted on: November 19, 2021

Job Description:

JD:

Responsibilities:
Adhering to SLAs
ITIL Processes awareness, Service now or Remedy ticketing knowledge
Reporting to the Track Lead / Team Lead
Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
Troubleshooting technical issues
Ensuring that the processes are adhered to
Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup
Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
Performs repairs on computers, laptops, Hand held devices, printers and any other authorized peripheral equipment
Improves and maintains customer and employee satisfaction
Create documentation for process and procedures
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
Providing frontline customer support at the IT walk-up Bar, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications:
--- Minimum 5yrs hands on experience as desk side/Onsite support/local IT engineer
--- Strong Microsoft Operating System installation(Windows 7/Windows 10) and troubleshooting skills
--- Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipment/Devices
--- Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)
--- Strong desktop support knowledge including hardware, software, and networking concepts
--- Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
--- Good knowledge on support IOS, Android devices
--- Knowledge in windows Image build process and SCCM deployments.
--- Basic understanding of Audio/Video equipment and conference room setup
--- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
--- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
--- Troubleshoot and assist end users with mobile device setup, activations and performance issues.
--- Handheld - Blackberry, Android & IOS support knowledge
--- Strong Customer service skills
--- Strong written and verbal communication skills

Soft Skills:
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Good working knowledge of MS OFFICE (Including MS Project and Visio)
Should have a great customer handling skills
Able to handle unforeseen situations
High level of acceptance
Can drive HCL's value and its methodology

Other Skills/ Experience:
Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills
Must Have experience in Providing smart hands support for Network and Datacenter Equipment

Years of Experience required:
Min 5+ years' experience in a similar position/ technical profile
2-3 years of Datacenter experience

Preferred Certifications:
CCNA Certified
A+ Certified
MCSE

Keywords: HCL Technologies, Midland , Field Service Specialist, IT / Software / Systems , Carlsbad, Texas