Deskside Services Technician

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We are powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

We are seeking a dedicated IT Support Specialist to provide exceptional technical assistance to end users—both onsite and remote—and operational staff. The successful candidate will troubleshoot and resolve hardware, software, and related IT issues while maintaining high levels of customer satisfaction. You will interact with various stakeholders, including end users, managers, VIPs, and technical teams, requiring excellent communication and problem-solving skills. The role involves hands-on support with application software, operating systems, networking hardware, servers, telecoms, and other IT infrastructure, often working as part of a collaborative team to deliver “Smart Hands” services.

Primary Responsibilities:

• Take ownership of end user incidents and service requests, ensuring categorization, prioritization, tracking, and timely resolution, all while keeping users informed through ITSM tools such as ServiceNow, Remedy, HP Service Manager, or Peregrine Service.
• Provide onsite ‘Smart Hands’ support, including hardware/software troubleshooting, user training, and orientation on IT assets.
• Collaborate with remote IT teams to coordinate tasks and resolve issues efficiently.
• Support VIP end users to ensure seamless IT experience.
• Assist with hardware and software asset management, including inventory control and disposal of outdated equipment.
• Support and troubleshoot networking equipment, servers, telecom systems, and related infrastructure.
• Perform additional duties as assigned to support team objectives.

Desired Skills and Experience:

• Minimum of 3 years’ hands-on experience in Field Support Services or a similar technical support environment.
• Proven customer service skills with the ability to communicate technical information clearly and effectively to non-technical users.
• Excellent verbal and written communication skills in both English and the local language.
• Detail-oriented, self-motivated, and proactive problem solver.
• Ability to deliver consistently high levels of support across diverse user groups, including management and VIPs.
• Technical proficiency with:
• Operating Systems: Windows 7, Windows 10, Windows 11, Windows XP, macOS/iOS basics
• Servers: Windows Server 2003, 2008, 2012/2013
• Microsoft Office Suite (Outlook, Word, Excel)
• PC and printer break/fix support
• Network fundamentals, including LAN/WAN, routers, and switches
• Support for multifunctional devices, mobiles, BYOD, iOS devices (iPhone, iPad), and Smartphones
• Telephony: PBX installation, configuration, and troubleshooting
• Basic support for Mac and iOS devices is advantageous
• Experience with remote support tools, video conferencing, and collaboration platforms.
• Ability to pass a comprehensive background security check.

Technical and Professional Qualifications:

• High school diploma or GED required; bachelor’s degree preferred.
• Microsoft certifications (e.g., MCSA, CompTIA A+, or similar) are highly desirable.

Business & Behavioral Skills:

• Strong interpersonal skills with the ability to translate technical language into understandable terms for non-technical users, including senior management.
• Customer-focused mindset ensuring flexible, responsive, and efficient service delivery.
• Analytical approach to problem-solving with a track record of delivering solutions within defined SLAs.
• Experience working within multi-disciplinary teams across distributed locations and operational environments.
• Familiarity with ITIL best practices for service management.
• Proven ability to implement process improvements that enhance value and reduce costs.
• Self-motivated learner, capable of acquiring new skills independently.
• Demonstrates ownership, accountability, and a proactive approach to all assignments.
• Ability to work effectively under pressure and during crisis situations.
• Flexible with working hours and shift patterns as per business needs.
• Capable of building positive relationships with customers and exceeding expectations.