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Desktop Support

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Website HCL Americas

Responsibilities
Address user tickets regarding hardware, software and networking
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customize desktop applications to meet user needs
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals

Requirements
Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions
Industry-specific certification in relevant computer languages or software may be required
1-3 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies’ products and services
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Accept constructive criticism and customer feedback regarding their experience with software or IT services
Extensive experience working with different operating systems including Windows, Mac OS and Linux
Ability to prioritize and manage several milestones and projects efficiently
Professional written and interpersonal skills are essential when communicating with customers and clients
Experience installing and configuring computer systems and applications for a large company

Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time.

About HCL
HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.HCL offers its services and products through three lines of business – IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US$ 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com
Associated topics: deskside, desktop, front desk, information technology support, support, support analyst, systems administrator, technical support, technical support specialist, technician iv

Tagged as: Deskside, Desktop, Front Desk, Information Technology Support, Support, Support Analyst, Systems Administrator, Technical Support, Technical Support Specialist, Technician Iv

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