Ingeniero de Soporte Técnico Senior

HCLTech is a global technology company, home to more than 223,000 people in 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 September 2024 totaled $13.7 billion.

Desired Qualifications:

• BS/BA in Computer Science, Information systems, or an equivalent combination of education

Experience:

• 3-5 years
  of experience in service delivery and End user hardware and software
• Configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible travelling to remote sites or cluster

Key roles and responsibilities:

• Adhere to the SLA and contract
• Adherence to shift and shift planning including on call roster
• Manage productivity
• To be skilled with the required training and development
• Ensure security compliance and to adhere to it
• Ensure sufficient inventory level is managed across locations (of the engineer supporting sites)
• Ensure all service requests and incidents are resolved before agreed service levels
• Plan and collaborate with any move request or project work
• Providing technical and process assistance to the following activities
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes and health checks
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to end users by visiting their desk location
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as
• access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Provide hand and feet support to Network voice and data devices

Work Modality:

On site (Nogales SSC Pueblitos, Canoas Mexico)

We offer:

• Life insurance.
• Major Medical Expenses Insurance
• Minor Medical Expense Insurance.
• Savings Fund
• Food vouchers
• 30 days' Xmas bonus
• 12 days of vacation in the first year.