Deskside Support Technician

Junior IT Supporter

We are looking for Junior IT supporter who will be delivering onsite IT support & services to all users of our client in Plainsboro, New Jersey. The client’s location is in Plainsboro, New Jersey The Junior IT supporter is a team player with good communication skills and with a focus on end user experience, willing to learn and share knowledge.

The support is delivered both as walk-in support and on-site support upon demand, and supporters work with all assigned tasks respectively. The support is highly based on collaboration and participating in coordination and stand-ups is an obligatory part of ensuring high quality towards end-users. We work in a global environment, where tickets are handling in a global setup and there is close collaboration with ServiceDesk and other on-site support-teams across the globe.

Principal Responsibilities

• Perform the On-Site IT services and support (walk-in and on-site support)
• Support the local IT infrastructure
• Collaborate and engage with different business teams on IT related matters
• Provide user training and onboarding
• Support meeting rooms and AV equipment
• Support end-user equipment as per client’s standards
• Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager
• Perform visits to remote/ dispatched sites when applicable
• Perform troubleshooting for all Laptop related queries which may also include Microsoft product suite related queries
• Browser troubleshooting
• Re-imaging laptops
• Maintaining inventory of equipment, moving laptop boxes and other IT equipment physically around in the office as required.
• Recording all support incidents in Service-Now and work towards achieving the response and resolution KPIs
• Keep aging incidents under check
• Provide reports of open incidents and actions being taken to resolve those incidents.

Experience / Education

Junior : Minimum a Degree in IT/Computer Science or within relevant field and minimum of 1-2 years of IT support related experience is required.

• Fluent in oral and written English
• Appropriate service management program (ITIL foundation certification preferred, but not a requirement, as this can be provided)
• Experience with ITSM tools like ServiceNow and ticket handling
• Experience with KCS is an asset
• Good technical knowledge in Microsoft, Window 10, 0365 environment, hardware; infrastructure and IOS devices
• If possible, experience with AV (audio/visio) equipment support (e.g. meeting rooms, videoconferencing, MS teams)
• Experience working in an international environment is an asset
• Previous experience working in a 24/7 organization & willingness to travel on regular basis
• Knowledge of agile working method and maybe experience with KANBAN board method

Compensation & Benefits

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.

Disclaimer

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 secure@hcltech.com for investigation.