Deskside Support Technician

Responsibilities:Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified optionsRoute problems to 3rd level IT support staff using knowledge base articlesCoordinate with level 3 and support staff that provide hardware / software / network problem resolution.Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention'sResponds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up stepsTroubleshoot client software and basic network connectivity problems remotely using remote access toolsIdentify, evaluate and prioritize customer problems and complaintsParticipate in on-going training and departmental developmentMaintain quality standards for incident documentation and phone callsSkillsCustomer-focusedThorough knowledge of troubleshooting remote access issuesExcellent communication skills, (active listening skills)Able to articulate and speak with clear voiceDiplomatic and must have interpersonal skillsAble to understand the business’s objectivesAble to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own fieldMust have empathy with end usersTeam playerProfessional code of conductMust have a good understanding of the organizationMust have basic technical knowledge of all technology used for the business processes.Able to deal with stressGood writing techniques (English)Accept & register Service IncidentsClassify Service incidents according to the specified optionsExecute 1st attempt to solve the Service IncidentRefer Service Incident to the appropriate Resolution Owner Support GroupTracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).Escalate to the appropriate management level when thresholds are violated.Close Service IncidentCommunication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.Report about Service incidentsCommunicate response times for dispatched tickets to the customers.Manage the entire service request process ensuring adherence to SLAExecute service requests such as setting up NT/Outlook accounts as per the SLAProcess and send IT reportsRequired Experience, Skills and QualificationsTech SkillsTechnical helpdesk or technical call center experience is necessary.Disciplined, systematic problem-solving skills required.Hands-on work experience with the following:Windows Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,Knowledge of Active Directory, Exchange 2003/2007ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service CenterUser account creation for Active Directory, Exchange Mailboxes, Distribution listsRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioInternet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in user sSupport for laptop, desktops, and printersPDA and blackberry supportOthers: Adobe Acrobat and other common desktop applications like Winzip, etcExperience:Helpdesk: 1 year (Required)A+A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.DisclaimerHCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.