Incident Management Engineer

Overview HCLTech is a global technology company, home to more than 218,000 people across 59 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. HCL is looking for a Service Desk Qualifications High school diploma or equivalent; Associate's degree or vocational training in a relevant field (e.g., IT support, computer science) is a plus. CompTIA A+ certification or equivalent entry-level IT support certification is desirable. Proven experience in a customer service role is beneficial. Strong technical expertise and the ability to quickly assess situations to resolve or escalate them Excellent communication and interpersonal skills. Ability to work under guidance to record and track reliability data for services Familiarity with IT Infrastructure Library (ITIL) best practices is a plus Demonstrated ability to perform the essential duties of the position with or without accommodation. Skills Excellent communication (verbal and written) and interpersonal skills. Understanding of computer hardware, software (operating systems, common applications), and networking concepts. Proficiency in using ticketing systems and knowledge base tools. Ability to follow instructions and procedures accurately. Strong problem-solving and analytical skills for basic issues. Knowledge of online security practices and advice Strong computer skills to include internet navigation and email usage. Proficient in Microsoft Office programs. What we need to see Serves as the first point of contact for users requiring technical support. This role involves providing efficient and effective support to resolve or escalate issues, ensuring a high level of customer satisfaction. • Serve as the first point of contact for end-user IT support requests via phone, email, and other channels. • Review, assess prioritization based on escalation criteria, and categorize all support requests in the ticketing system. • Perform basic troubleshooting and problem resolution for common hardware, software, and network issues, following documented procedures and knowledge base articles. • Assist users with password resets, account lockouts, and basic application usage. • Assist with onboarding new users and setting up their accounts and equipment. • Escalate complex issues to higher-level support teams (L2/L3) with detailed information. • Maintain clear and concise communication with end-users regarding the status of their requests. • Provide regular contributions to the knowledge base by ensuring troubleshooting steps and solutions are properly documented. • Follow established service desk processes and procedures consistently. • Adaptable, open to change, and able to work in ambiguous situations and respond to new information or unexpected circumstances. • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork. • Support and comply with the company’s Quality Management System policies and procedures. • Maintain regular and reliable attendance; ability to work nights and/or weekends, as needed; ability to work on a computer and phone simultaneously; ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day. 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 10% (up to MXN $,300 monthly) Food vouchers 13% (up to MXN 3,300 monthly) 30 days bonus 12 days of vacation in the first year, increasing by 2 as dictated by law. Location Position on site- Zone: Andares Additional Context HCL is a global technology company, with continued growth in various regions. This section may include multiple program-specific or location-specific details that are not central to the Service Desk role and can be omitted if not relevant to the target audience. Role Snapshot (Representative Responsibilities) Provide first-level IT support via phone, email, and chat; log and route requests in the ticketing system. Perform basic troubleshooting for hardware, software, and network issues; assist with password resets and onboarding. Escalate complex issues to L2/L3; maintain updates to users and knowledge base. Adhere to service desk processes and participate in ongoing training and documentation. #J-18808-Ljbffr