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Field Services Analyst

Keywords / Skills : "Windows", "Field Services", "Trouble Shooting", Installation, Configuration, Technical Support

3 - 10 years
Posted: 2019-08-19

Job Description
Hi,

We have below opening with one of our client, let me know if you are interested for the role.

About us: HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( www.hcltech.com ) and HCL Infosystems (www.hclinfosystems.in)

The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.

Role: Field Services Analyst

Responsibilities: 
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support

• Support users with Apple Mac and IOS devices

• Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, Email to Fax etc.

• Support In-country PBX networks and PSTN interfaces

• Smart hands support for Data Networks, Server, and other infrastructure teams

• Support Hardware/Software selection and Procurement effort

• Support Hardware Refresh, Redeployment and Disposal activities

• Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support

• Reimaging computers/hard drives in accordance with customer standards

• IMACD function including installation and decommission.

• Backing up and restoring settings and associated systems administration activities

• Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.

• Categorize and prioritize end user support requests and service requests by utilizing ITSM ticketing tools such as SNOW to track tickets and provide up-to-date status and information to the customer.

• Move equipment associated with escalated help desk incidents and service requests

• Performing asset inventory activities as needed.

• Trains and orients users on use of hardware and software.

• Recommends and / or performs upgrades on systems to ensure longevity.

• Support VIPs on site, if need be

• Coordinate with local cabling vendor for cabling requirements

• Performs other duties as assigned


Desired Skills and Experience: 
• At least 3 years hands on experience in field Support Services

• Clients: Windows 10, Windows7, Windows XP

• OEM Certified Technician for ordering parts through OEM and parts replacement (Dell)

• Strong Microsoft Office skills (Outlook, Word, and Excel)

• Strong Microsoft operating System installation and troubleshooting skills

• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers

• Knowledge of Crestron device functionality and connectivity

• Experience with supporting presentation systems (Projectors/Touchscreens/other A/V equipment)

• Basic knowledge to support Mac devices

• Knowledge to support Multifunctional Devices, Smart Phones, PDAs & BYOD

• Broad experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms

• Strong customer service skills

• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• Strong written and verbal communication skills

• Must be detail oriented and self-motivating

• Ability to successfully pass a background security check

• Experience including remote control of PCs and video conferencing knowledge 

Candidates interested please share below details:

Current Salary
Expected Salary
Notice Period
Visa Status

Thanks and Regards,
Rashmi 





About Company

HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( www.hcltech.com ) and HCL Infosystems (www.hclinfosystems.in)

The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.
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