Onsite IT Support Engineer

HCLTech
US - Texas - Austin
January 11, 2025

Onsite IT Support Engineer -

Join our dynamic team as an Onsite IT Support Engineer, where you will play a vital role in delivering top-notch technical support to our clients. As the first point of contact, you'll help resolve technology issues, enhance operational efficiency, and contribute to high client satisfaction. In this critical role, you'll troubleshoot, diagnose, and resolve both hardware and software issues, ensuring systems run smoothly and users stay productive. Your technical expertise and customer-focused mindset will be essential to your success.

Key Responsibilities:

On-Site Technical Assistance: Travel to client sites to provide personalized support.
Install, configure, and upgrade computer systems, software, and peripherals.
Troubleshoot and resolve various IT issues, including network connectivity and print system challenges.
Provide support for audio and video equipment, including regular health checks.
Manage asset lifecycle from handling to disposal.
Implement data recovery and backup solutions.

Problem Diagnosis and Resolution:

Utilize diagnostic tools to identify and address technical problems effectively.
Execute efficient troubleshooting techniques to resolve issues rapidly.
Escalate complex issues to specialist support teams as required.
Image and install software on Windows and Apple laptops/desktops.
Collaborate with IT Network teams for vendor technician dispatch and circuit issue resolution.
Provide hands-on support for network installations and configurations.
Coordinate external vendor support dispatch when necessary.

Asset Management:

Manage inventory and asset flow efficiently.
Ensure proper handling and disposal of IT assets.
Coordinate shipping, disposals, redeployments, and asset reclaim processes.

Network Management:

Streamline network operations by scheduling timely installations.
Work proactively on circuit issues to minimize downtime.
Maintain organized cable management practices for optimal network performance.

Customer Service:

Engage with clients professionally and courteously.
Communicate technical concepts clearly to non-technical users.
Document all service requests and resolutions meticulously.
Deliver executive support with attention to detail and urgency.

Ticket Management:

Actively manage ticket queues to prevent escalations.
Follow up daily on pending tickets with clients and vendors.
Document troubleshooting steps and transition tickets clearly.
Resolve tickets within SLAs to prevent reopening.
Aim for low backlog and strive for high productivity (4 or more tickets per day).

Qualifications:

3-5 years of experience in IT support within various environments.
Proficient in troubleshooting Windows and macOS devices.
Skilled in Windows OS imaging processes.
Knowledge of network protocols (TCP/IP, DNS, DHCP) and troubleshooting.
Relevant technical certifications preferred.
Experience in telecommunications support is an advantage.

Hardware Skills:

Computer Assembly and Repair: Build and upgrade systems as needed.
Peripheral Installation: Set up additional devices like printers and scanners.
Hardware Troubleshooting: Diagnose and fix hardware issues.
Mobile Device Repair: Address mobile device issues (not essential but beneficial).
Basic AV Equipment Knowledge: Understand connections and configurations.

Software Skills:

OS Installation: Install and configure various operating systems.
Driver Installation: Ensure drivers are updated for optimal device performance.
Data Recovery: Leverage techniques for data retrieval from damaged devices.

Networking Knowledge:

Setup and Configuration: Configure routers, switches, and access points.
Network Troubleshooting: Address connectivity issues decisively.
Cable Management: Organize cables for efficiency and accessibility.

Customer Service Skills:

Effective Communication: Clearly explain technical concepts to users.
Problem-Solving: Approach issues with a solution-oriented mindset.
Empathy: Build rapport and maintain positive client relationships.
Strong organizational skills with attention to detail.

Time Management:

Efficiently manage your time to meet deadlines and scheduling needs.

Additional Requirements:

Valid driver's license and reliable transportation.
Physical capability to lift heavy equipment and use ladders.
Flexibility to work outside standard hours when needed.
Willingness to travel up to 30-40% within country.

Salary Range: Min - $37K - Max - $61K

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 as per company policies. In addition, this position offers a comprehensive benefits package including medical, dental, vision, life insurance, a 401(k) retirement plan, paid time off, and paid holidays.

Disclaimer: Equal opportunity employer committed to diversity and inclusion. Concerns about discrimination should be reported for investigation.

Read the full job description and apply online on the recuiter's web-site

Onsite IT Support Engineer

Onsite IT Support Engineer

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