Job Opportunities in United Kingdom

HCL NI Belfast

2.5-5 Years

UK

JOB SUMMARY
As a member of the Field Services team the candidate will provide onsite IT support with very good customer service, technical expertise and timeliness in a client/3rd party environment. This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and on-site incident resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide smart-hands support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

Prerequisites for all candidates:
1) Minimum two years experience in a deskside / field services / site support role
2) Good standard of spoken and written English
3) Experience of working with European or US-based multinational corporations, preferably financial services
4) Minimum experience 2+ years in field service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)
5) Eligible to work in the target country
6) Must be prepared to work 5 days per week onsite (not remote)
7) Participate in shift rotas (office hours) and on-call rota (out of hours)
8) Must be prepared to join rota to cover public holidays when required

Essential Duties and Responsibilities

• Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
• Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Develops and provides technical coaching and mentoring to other desktop services staff and company associates
• Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction
• Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment
• Participate in team projects as requested (upgrades/rollouts)
• Use of IT ticketing systems to respond to end user issues
• Videoconferencing experience including operation, call set-up and equipment
• Smart-hands support to 3rd line remote teams

Technical Skills and Personal Abilities

• Strong analytical and troubleshooting skills
• PC hardware troubleshooting (Dell/HP/Lenovo)
• MS Windows build and support
• Apple Mac build and support is an advantage
• Software installation/troubleshooting
• Experience performing technology refreshes
• Mobile device support (i OS/i Phone/i Pads) – excluding warranty hardware repair
• Experience in working with third party client managed mobile applications
• Asset tracking – Weekly tracking of New/Deployed Asset, Lost/Stolen Assets
• Stock room management
• Basic support in Video conferencing equipment
• Hands on experience in server-side workstation maintenance like upgrading and patching activities.
• Basic Knowledge of Network & Telephony Support
• Demonstrate initiative and act independently to resolve problems
• Ability to work with customers and achieve successful outcomes in handling difficult situations
• High level of personal integrity with accountability for results
• Customer focused – “Customer is #1” attitude
• Detail oriented

Education / Expertise

• Technical degree (BSc or MSc)
• Minimum 2 years of experience in hardware, software and basic network troubleshooting in a Deskside/Field Service support environment.

Technical Certification will be an added

PURPOSE:Directs and coordinates activities of LTS (Local Technical Support) staff engaged in computer operations/End user Support/Hands and Feet support by performing the following duties personally or through subordinates.RESPONSIBILITIES: Responsible for assuring users are provided efficient and timely f second level support Performs staff scheduling to ensure LTS coverage during normal business hours and on-call support as required Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the customer needs Ensures that decisions made to improve the overall customer support of the LTS are continually carried through Provides leadership by projecting a positive attitude, and providing learning incentives Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned regions Solves problems and makes decisions daily relative to LTS responsibilities. Ensures that effective LTS representation takes place for the coordination of work processes and projects with other departments and divisions Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service Maintains competency and enhances professional growth and development through continuing education and conferences Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support Accountable for meeting systems infrastructure or operational Service Level Agreements established by client Remains on-call during off-peak hours to respond to support service issues Performs other duties and responsibilities as assigned by supervisors EXPERIENCE: A minimum of 6 month support services experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues Experienced in Microsoft environments of 25-500 end users and/or MSP experience SKILLS AND KNOWLEDGE: Experience working in a team-oriented, collaborative environment. Excellent customer service, written and oral skills. Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment. Knowledge of Windows Desktop applications; various operating systems such as Windows 7 and 8; Windows 10 as well as Server 2008 R2 and Server 2012R2 are a plus. Knowledge of software applications and basic hardware for the PC Principles and terminology of networking on the Layer 1 and 2 side Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains. Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications. Knowledge of wireless networking components and terminology; Familiarity with Cisco, Sonicwall, or Xirrus Wireless Networks are a plus Awareness of commonly used Microsoft products and services Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines. Creating and maintaining user self-help documentation, technical documentation and p

B-Tech

1

DWP-FSS-Desk Side Services

Business Line FT

Belfast

INFRA

1463752BR

26-Nov-2024

Senior Manager