HCL Technologies Limited - Business Services
Deskside Support Lead
HCL Technologies Limited - Business Services, El Segundo, California, United States, 90245
DSS Team Lead
You could be just the right applicant for this job Read all associated information and make sure to apply.
Overview: This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to the operating environment. May act in a lead capacity in assigned areas to meet client needs or issues; acts as a member of the information management team at client sites. Designs, recommends and implements strategies for meeting client needs. Provides work direction and mentoring for less experienced personnel.
Responsibilities for this position may include but are not limited to:
· Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and IT-to-IT support for all of the Workforce Enablement product.
· Ensures consistent processes, procedures and technologies are utilized across the enterprise environment.
· Understand and follow direction provided by managers of different products and towers.
· Ability to lead a team and balance priorities based on defined service level agreements Knowledge and understanding of large enterprise networks and networking concepts
· Experienced in Site Services support for network device maintenance and support (console/remote)
· Cabling knowledge: Patching/Crimping, Device to Device Cable management and Labeling
· Supports network and cloud infrastructure as smart hands and feet
· Maintains constant communication with support technicians to ensure that tickets are accepted, worked on and resolved within SLA.
· Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues
· Develops end-user documentation and instructions
· Re-images desktops and laptops, as needed, and deploys new equipment to end users.
· Participate in special projects as required.
· Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
· Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
· Follows set policies and procedures when assisting clients to ensure proper handling of requests
· Supports continuous improvement in the process and quality of the operations
· Provide support for escalated issues
· Document recurring issues in the Knowledge Base
· Document in detail case status and tasks / work completed with end users in the ITSM system
· Follow the critical incident process
· Follow the required safety protocols and complete regular trainings on safety and compliance
Required Qualifications:
· Bachelor’s degree in IT or Computer Science preferred
· Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:
o Mobile Device Management and Mobile Web Apps, iOS, etc.
o Active Directory Administration and Infrastructure Design
o Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
o Microsoft Office Suite (2010/2016) advanced troubleshooting.
o Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
o General knowledge/troubleshooting for Macs
o General knowledge/troubleshooting for Networking
o General knowledge of Microsoft Intune
o Printers
o Skype Video Conferencing system support
o Office 365
o Understand and troubleshoot Azure MFA
o Desktop imaging
o Strong customer service skills
· Experience in desktop and notebook hardware, operating systems and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills
· Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
· Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.
· Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans and regional IT needs vary among the impact this may have on service delivery globally, regionally, locally.
Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.
Preferred Qualifications: Support Certifications, desired:
· Microsoft Certified Professional
· Microsoft Certified Solutions Expert (Messaging; SharePoint)
· Microsoft Certified Technology Specialist
Job Type: Full-time
Pay: $30.00 per hour
Benefits:* 401(k)* Dental insurance* Health insurance* Paid time off* Vision insuranceSchedule:* Day shift
Experience:* Desktop support: 3 years (Required)
Work Location: In person
You could be just the right applicant for this job Read all associated information and make sure to apply.
Overview: This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to the operating environment. May act in a lead capacity in assigned areas to meet client needs or issues; acts as a member of the information management team at client sites. Designs, recommends and implements strategies for meeting client needs. Provides work direction and mentoring for less experienced personnel.
Responsibilities for this position may include but are not limited to:
· Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and IT-to-IT support for all of the Workforce Enablement product.
· Ensures consistent processes, procedures and technologies are utilized across the enterprise environment.
· Understand and follow direction provided by managers of different products and towers.
· Ability to lead a team and balance priorities based on defined service level agreements Knowledge and understanding of large enterprise networks and networking concepts
· Experienced in Site Services support for network device maintenance and support (console/remote)
· Cabling knowledge: Patching/Crimping, Device to Device Cable management and Labeling
· Supports network and cloud infrastructure as smart hands and feet
· Maintains constant communication with support technicians to ensure that tickets are accepted, worked on and resolved within SLA.
· Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues
· Develops end-user documentation and instructions
· Re-images desktops and laptops, as needed, and deploys new equipment to end users.
· Participate in special projects as required.
· Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
· Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
· Follows set policies and procedures when assisting clients to ensure proper handling of requests
· Supports continuous improvement in the process and quality of the operations
· Provide support for escalated issues
· Document recurring issues in the Knowledge Base
· Document in detail case status and tasks / work completed with end users in the ITSM system
· Follow the critical incident process
· Follow the required safety protocols and complete regular trainings on safety and compliance
Required Qualifications:
· Bachelor’s degree in IT or Computer Science preferred
· Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:
o Mobile Device Management and Mobile Web Apps, iOS, etc.
o Active Directory Administration and Infrastructure Design
o Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
o Microsoft Office Suite (2010/2016) advanced troubleshooting.
o Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
o General knowledge/troubleshooting for Macs
o General knowledge/troubleshooting for Networking
o General knowledge of Microsoft Intune
o Printers
o Skype Video Conferencing system support
o Office 365
o Understand and troubleshoot Azure MFA
o Desktop imaging
o Strong customer service skills
· Experience in desktop and notebook hardware, operating systems and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills
· Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
· Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.
· Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans and regional IT needs vary among the impact this may have on service delivery globally, regionally, locally.
Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.
Preferred Qualifications: Support Certifications, desired:
· Microsoft Certified Professional
· Microsoft Certified Solutions Expert (Messaging; SharePoint)
· Microsoft Certified Technology Specialist
Job Type: Full-time
Pay: $30.00 per hour
Benefits:* 401(k)* Dental insurance* Health insurance* Paid time off* Vision insuranceSchedule:* Day shift
Experience:* Desktop support: 3 years (Required)
Work Location: In person