Deskside Support Technician

HCL Technologies (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

HCLTech is a global technology company, home to more than 219,000 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. 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 June 2024 totaled $13.4 billion

Detail posisi

This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 2 Service Desk to provide support for core infrastructure and desktop technologies standard operating environment. It also involves hardware asset management.

Kewajiban

• Primary desktop support for Windows Operating System, Mobile Device Management
• Handle issues at the primary support site and cluster support sites.
• Infrastructure, Video Conferencing systems, and Client L3 application teams.
• Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
• Ensures consistent processes, procedures and technologies are utilized across Client enterprise environment.
• Understand and follow direction provided by the Application and System Services team leads and managers.
• Document recurring issues in the Client Knowledge Base and prepare Standard Operating Procedures.
• Document in detail case status and tasks / work completed with end users in the Client ITSM system.
• Follow the Client critical incident process.
• Setup and maintain inventory processes. Keep the stockroom area clean and organized.
• Receive and record assets in System for tracking.
• Perform staging tasks such as assembling computer components, imaging/copy hard, drives, asset tagging, repackaging equipment, Pick, prepare, and organize outgoing order.
• Work with Operations/Purchasing to maintain adequate stock levels.
• Work with Field Service/Project teams to ensure the proper equipment is allocated for work orders.
• Maintain inventory controls over tools. Provide reports supporting the asset inventory using excel and other tables as needed.
• Gather data on and provide analysis of all activities that have an impact on the value, cost and risk of asset life cycles.
• Monitor network performance and availability to users. Troubleshoot and resolve network issues. Escalate complex problems to higher level engineers and support groups.
• Provide on-site assistance for network issues that require physical intervention.
• Install, configure and maintain network devices, routers, switches, cables and connectors with network devices at site.
• Willing to work overtime for critical tasks and projects
• Flexible and adaptable to changing priorities and deadlines, with commitment to delivering high-quality results in a timely manner

Kualifikasi

• Bachelor’s degree in IT or Computer Science preferred
• At least 5+ years' experience
• Technologies - Candidate must have minimum experience and be proficient in supporting the following technologies:
• Windows 10 Operating System advanced troubleshooting; proficient using Window registry
• Microsoft Office Suite (2010/2016) advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune, MFD
• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration and Infrastructure Design
• Office 365 suite