HCLTech
Location
Tyler, TX | United States
Job description
Desktop Support Technician
Tyler, TX
Full time position
Job Description:-
As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
· Provide customer facing end-user support that includes:
· Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
· Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
· Perform onsite updates, Configuration changes, or Software installations.
· Provide onsite technical assistance to End Users.
· 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 end-user requests for updates on ticket status and promptly follow up as needed.
· Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
· Perform end-user 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 on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
· Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
· Provide On-call support if required outside business hours on a rotational basis.
· Provide Hand and Feet support for network data and voice devices.
FSO Telecom task:
· Installation of IP, wireless, Analog and Digital phones ( Avaya , Nortel, Cisco, Siemens, Mitel etc.)
· Configuration of phones using SOP and Phones movement.
· Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to network voice team.
· Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
· Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
· Update the circuit inventory and vendor details for service provider to network voice team.
· Coordination with local vendor for ISP , OEM, channel partner and different team
Experience:
· One to three 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.
· Ability to install software for and troubleshoot a wide range of applications.
· Analytical thinking and problem-solving ability.
· CompTIA A+ certification or equivalent certification
· Flexible for travelling to remote sites or cluster
· Provide assistance for network relates issues
· Should be able to lift weight up to 30 lbs at waist level
· Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to network voice team.
· Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
· Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
· Update the circuit inventory and vendor details for service provider to network voice team.
· Coordination with local vendor for ISP , OEM, channel partner and different team.
Regards
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