Key Responsibilities:

End-User Support

• Provide onsite L1/L2 support for desktops, laptops, mobile devices, and peripherals.
• Install, configure, and troubleshoot operating systems (Windows/macOS).
• Resolve issues related to Outlook, VPN, network connectivity, and corporate applications.
• Manage user onboarding/offboarding – email setup, access provisioning, asset assignment.
• Handle incidents and service requests through the ITSM tool (ServiceNow/Jira/Remedy/etc.).

Hardware & Software Management

• Install and upgrade software, patches, and system updates.
• Perform routine system checks and preventive maintenance.
• Troubleshoot hardware issues (HDD/SSD, RAM, motherboard, displays, printers).
• Coordinate with vendors for warranty and repair services.

Network & Security

• Basic troubleshooting of LAN, Wi‑Fi, routers, VPN, and network ports.
• Ensure compliance with IT security policies, encryption, and antivirus updates.
• Assist in asset tagging, inventory management, and periodic audits.

Meeting Room & Collaboration Tools

• Support video conferencing setups (Teams/Zoom/Webex).
• Maintain projectors, conference room devices, and AV equipment.
• Provide live support during business-critical meetings.

Documentation & Reporting

• Update asset inventory records and incident logs.
• Prepare daily/weekly status reports for IT management.
• Maintain SOPs, checklists, and knowledge-base articles.

Required Skills & Qualifications

Technical Skills

• Strong knowledge of Windows OS, Microsoft Office 365, and Active Directory.
• Experience with hardware troubleshooting and imaging tools.
• Basic understanding of networks (TCP/IP, DHCP, DNS).
• Familiarity with ticketing tools (ServiceNow, Freshservice, Remedy, etc.).
• Knowledge of security tools (BitLocker, endpoint security tools).

Soft Skills

• Excellent communication and interpersonal skills.
• Customer-first attitude and ability to work calmly under pressure.
• Strong problem-solving and analytical thinking.

Education & Experience

• Bachelor’s degree in IT/Computer Science or equivalent qualification.
• 2–5 years of experience in onsite desktop or IT support.
• Relevant certifications preferred:
• CompTIA A+ / Network+
• Microsoft Modern Desktop Administrator (MD-100/MD-101)
• ITIL Foundation

Key Performance Indicators (KPIs)

• SLA adherence and ticket closure rate
• User satisfaction score (CSAT)
• Asset accuracy and audit compliance
• Reduction in repeat incidents
• Proactive issue identification and resolution

HCL 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.

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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.