Location
Le Pont de Claix, Isère | France
Job description
Join HCLTech France! ⭐ Global Top Employer 2024 ⭐
HCLTech is a global technology company, home to 225,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion.
To learn how we can supercharge progress for you, visit
- HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse et Blagnac.
We are looking for an On-Site Service Engineer to join our teams working on one of our renowned client's facility based in Le Pont-de-Claix, Auvergne-Rhône-Alpes, France.
Permanent and on-site position (CDI)
Member of on-site support teams across EMEA (Europe Middle East Africa), On-Site Service Engineers (OSS Engineers) are primarily focus on infrastructure IT equipment and end-user computer customer experience to ensure all interactions result in a positive support-based service.
He/she will deliver a service that exceeds customer expectations, listen, and understand issues, communicate with customers, colleagues and management using positive, clear, and concise communication paths.
He/she will deliver an excellent local customer experience through strong technical skills and understanding of the client site, environment, technology, and culture.
Job is primary physically based on customer site, being client site specific.
OSS Engineers also ensure all commitments with the client are fulfilled with regular updates and appointments when appropriate.
As the main interface to the customer, this position in the organization includes
- Performs timely resolution of workstations, mobile, hardware and software problems within SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system. Deep knowledge of “ServiceNow” would be a real advantage
- Ownership, leadership, communication, and liaison with key contacts in other resolver groups to ensure right action is taken to resolve any issues/tasks he/she will be responsible for
- Follow-up all processes for use of IT systems, document all actions and activities performed on IT equipment
- Autonomous, self-motivated, and able to act with limited support and supervision (On-Call services)
- Conforms to international key IT processes such as support, change and asset management (ITIL®)
- Working on customer site, be flexible for travelling to other sites on demand
The key responsibility is to provide customer facing end-user support within a team that includes
- Break-fix and support in Microsoft environment for laptop, desktop, tablets and associated hardware, software & peripherals including operating System, base loaded software, Office suite and other business application as well as Mobility devices (Android/iOS - iPhone/iPads)
- Imaging/Re-imaging end user IT devices according to client IT security policies and procedures
- IT infrastructure equipment support including large scale office moves, re-stack activities, that includes printers and MFDs (Multi-Function Displays)
- Provide smart hands and eyes support for servers, network equipment, and security devices on site locations, as per client or HCL policies and procedures including access related issues with smart card, password, and security applications (Home Office users)
- Coordinate with vendors / Contractors for provision of end-user support (e.g., Hardware repair, replacement, intervention …)
- Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs (Service Level Agreement)
- Support and/or participate in outside of support HCL and/or client projects as requested
- Manage CMDB (Configuration Management Database) assignation, configuration, retirement and disposal records, provide proper maintenance of asset information, utilization of devices, replacement according to customer lifecycle, asset health and operational constraints
- Provide IT support for on-site and/or off-site events and meetings
- Provide On-call support outside business hours, provide IT support for disaster recovery and emergency response service
- Provide reports as requested by HCL and/or final customer
- Implement best practices to resolve issues, follow guidelines provided (Knowledge Base), document and improve existing guidelines, propose new ones
- Manage and inventory LAN cabling / racking, coordinate port activations and deactivations, escalate to customer if required
The following qualification is hardly recommended for appliance
- BS / BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience
- 3 years of technical experience in IT technical support and/or IT Service Delivery
- Site specific language (site dependant) andEnglish is required
Certification would be a real added advantage on this role
- A Technical Certification (Microsoft / HP / Dell / CISCO)
- ITIL Certification
- CompTIA A+
- Microsoft Certified Professional (MCP) or better
Interested in a new challenge? Willing to join a multinational company with a world of possibilities? Then you should apply!
Please submit your CV in English. For further information please contact
Why Join Us?
At HCLTech, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career.
You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career. HCL Technologies offers the leadership, flexibility, and people-friendly work culture to enrich the life of an employee and of those around them - to find greater stability, purpose, and growth both personally and professionally.
We encourage our people to try things differently, provide them with the freedom to explore, opportunities to grown, and experiment while offering intensive training and on-the-job coaching opportunities. Our people take pride in their enthusiasm and commitment to go beyond. And we celebrate this collective pride. Below are few of the benefits and perks:
- Excellent benefits
- Global careers and mobility
- A flexible (remote) working environment with work-life balance
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few
Job tags
Salary
