Field Service Technician - Phoenix, United States - HCL Technologies Limited - Business Services

HCL Technologies Limited - Business Services

Verified Company

Phoenix, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Role:
Field Service Technician

Location:
Phoenix, AZ
As an Onsite Support Technician in providing quality services to the end users which includes the following key roles and responsibilities:

Manage the reporting of SLAs, Adherence of SLA and contract
Manage shift and shift planning including on call roster
Manage Resource productivity
Enable the team with training and development
Ensure security compliance
Ensure sufficient inventory level is managed across locations
Ensure all service request and incidents are resolved before agreed service levels
Plan and execute any move request or project work
Lead the team by providing technical and process assistance to below activities
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes and health checks
Perform onsite updates, Configuration changes, or Software installations.
Provide onsite technical assistance to end users by visiting their desk location
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to enduser requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of enduser support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform enduser support related security and controls and compliance related tasks such as

- access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Provide IT support for onsite or offsite events and meetings including site setup, coordination with venue IT/AV contacts and standby support
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Provide Oncall support if required outside business hours on a rotational basis

Desired Qualifications and Experience:

2-3 years of experience in service delivery and End user hardware and software

Configuration troubleshooting.

Experience with various desktop systems, operating systems, and diverse technical environments.

Excellent customer service orientation and verbal communication skills.

Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.

Analytical thinking and problem-solving ability.

CompTIA A+ certification or equivalent certification

Flexible for travelling to remote sites or cluster

Should be able to lift weight up to 30lbs at waist level

Pay:
$ $27.39 per hour

Benefits: