Hcl is looking for an it support specialist with the following requirements:
this position assists customers with technical support of desktop computers, applications, and plant-related systems. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general it is required as provision of smart hands will also be needed on occasion to work with subject matter experts in areas such as networking, server, and telecoms.
duties include (but are not limited to):
1. accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/thin client support, printers, pdas (tablets), blackberrys, mobile, and lan cable drops, byod, i.p. Phones & audio video conference devices. Hands & feet support for network and server equipment as well as any it-related projects.
2. break-fix, troubleshoot and resolve software issues; reimaging computers/hard drives.
3. perform proactive systems/devices checks regularly before manufacturing plant start.
4. imacd function including installation and decommission.
5. backing up and restoring user data, settings, and associated systems administration activities.
6. assist service desk/remote desktop support teams for hands and feet coordination efforts.
7. assist on incident and problem management activities.
8. take ownership of issues through to resolution on all appropriate requests.
9. categorize and prioritize end user support requests (incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.
10. move equipment associated with escalated help desk incidents and service requests.
11. perform asset inventory activities as needed.
12. recommend and/or perform upgrades on systems to ensure longevity.
13. work with procurement staff to purchase hardware and software.
14. maintain spare parts/inventory list on a monthly basis and coordinate for any disposal requisites.
15. provide trade show planning and support, setup, test, training, logistics, and maintenance of all required workstation and peripheral equipment at the site. Incremental labour and incidental travel expenses shall be funded by hcl (e.g., meals, travel, and lodging) in accordance with the agreement.
16. be available for on-call support on need basis & as business demands.
17. adhere to ticket response and resolution sla’s as agreed upon with the customer.
18. basic understanding of dhcp, dns, ip addressing and subnetting & basic understanding of fixing wireless lan, ethernet desktop configuration issues.
desired experience:
* at least 3 years of experience in the field or in a related area required.
* bilingual technicians are required, including mandatory english speaking along with a local language (e.g., spanish).
* good knowledge of hands and feet support.
* strong microsoft operating system installation and troubleshooting skills.
* mac operating system installation and troubleshooting skills.
* strong break/fix skills for desktops, workstations, notebooks, printers, and handhelds.
* broad experience in it with basic understanding of networks, servers, and telecoms.
* ability to provide consistent, excellent customer support to the entire staff, representing a variety of personalities and management levels.
* strong written and verbal communication skills.
* detail-oriented and self-motivating.
* background security check required.
* experience including remote control of pcs and video conferencing knowledge.
what we offer:
* life insurance.
* major medical expenses insurance (extends to spouse and 2 children under 25 years of age, if applicable).
* minor medical expense insurance.
* savings fund (up to mxn $4,300 monthly).
* food vouchers (up to mxn $3,300 monthly).
* 30 days bonus.
* 12 days of vacation in the first year, increasing by 2 as dictated by law.
seniority level
entry level
employment type
full-time
job function
information technology and administrative
industries
space research and technology
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