When you are part of a $10+ Bn company that’s been voted as the Top Employer by Forbes, you know you can take a few things granted. Like a work life balance, for example. Like having a bouquet of benefits not just for you but for your family too. Like working on some of the most rewarding projects that change our world for better. At HCL we believe, at the end of the day, who we are and how happy we are is because of the people we surround ourselves with.
Started in 1999, HCL in Europe has provided an integrated suite of services — IT services, infrastructure management, engineering and R&D, and business services, to customers throughout Europe. HCL has developed world-class innovations and works closely with customers through Relationships that go Beyond the Contract. Through the years, HCL has won many vital European contracts, putting it at the highest of the ECU Service providers list.
Here is an opportunity is to be part of HCL Technologies
Title of role – Desktop Support Technician
Location - Kiel, Germany
Employment Type - FTE/FTC
Experience level needed – 2- 3 years
Job Summary:
The Deskside Support Technician, Level 1 will provide comprehensive technical support services to the client’s campus-based customers.
Principal Responsibilities: Provide comprehensive technical support services to the Client’s internal customers and service providers.
Assess reported issues and work directly with Client’s service providers for escalation and timely issue resolution.
Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes.
Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms.
Follow established Asset Management processes
Report any potential problem cases to the Deskside Manager. (Build a “proactive” environment)
Perform IMAC-related tasks as assigned.
Effectively consult with the Deskside Manager on any cases where high-level technical support is needed.
Replicate and resolve customer incidents in the software & hardware environment.
Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.
Self-monitoring of Help Desk tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness, and timeliness.
Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
Perform customer support related tasks and special projects as assigned by management.
Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
Job Requirements Skills - Dedication to customer service Installation and configuration – Desktop / laptop/ Printer/ Server/ Networks etc.
- Substantial experience in Notebooks and Printers management
- Supporting Windows core technologies
- Collaboration experience including remote control of PCs and video conferencing knowledge
- Deliverables to include ensuring the proper levels of run and maintain support
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Thorough understanding of Outlook's calendaring tool
- Microsoft Office Suite, Windows Operating Systems, VPN client software (Cisco Anyconnect, Symantec VIP Access for Mobile Devices), Remote Desktop tools (Bomgar)
- Ability to work under a heavy stress environment.
- Proficiency with LAN/WAN troubleshooting