Desktop Support Technician

at  HCLTech

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
Note: Candidates must be eligible to work in Luxembourg
Fluent in French, Dutch & German

JOB DESCRIPTION

Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 5+ years’ experience in Windows Desktop support and MAC support.

· Provide direct face-to-face world class end user support experience in a walk-up IT bar environment
· Provide primary support to executive users
· Greet and assist users with the check-in process
· Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues or perform warm hand off to an available guru with bandwidth
· Provide support for corporate sanctioned employee owned devices
· Schedule appointments taking into account user availability and the workload of the team
· Owns the user experience; including identifying and averting potential escalations
· Become experts in and demonstrate new and upcoming technologies
· Provide user training on business applications, operating systems, and interprets and communicates IT policies at a level appropriate to the audience
· Develop and share solutions to application, operating system and firmware issues
· Partner with L3 support teams as appropriate to ensure problem resolution is obtained
· Perform problem management on existing and new ticket
· Assist with the onboarding of new users including phone setup, access requests, and computer setup
· Work with procurement staff to purchase hardware and software
· Assist with completion of corporate documentation as necessary
· Perform network and corporate application account administration
· Perform asset management loaner and retrieval
· Ensures configuration and inventory management database entries are complete and accurate
· Distribute peripherals and manage inventory levels for lounge
· Complete installation and testing of computers and peripherals within established standards and guidelines
· Local travel as needed
· Perform other duties as assigned