HCLTECH
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Note: Candidates must be eligible to work in Egypt.
Fluent in Arabic and English.
Job Summary:
As a member of the Site Services team the candidate will provide high quality support with very good customer service, technical expertise and timeliness.This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and on-site problem 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 hands-on support to other IT teams including but not limited to Audio Visual, Network, Server and print services.
Duties include (but not limited too)
- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding Windows laptop/Desktops, Android , iPhone and MAC devices.
- Good hand-on in hardware troubleshooting on Dell, HP, Lenovo brand PC and Laptops.
- Printer hardware support and managed print services.
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
- IMACD function including installation and decommission
- Backing up and restoring user data, settings and associated systems administration activities
- Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
- Assist on Incident and Problem management activities
- Taking ownership of issues through to resolution on all appropriate requests
- Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
- Responsible to maintain Asset inventory- Performing asset verification activities on monthly basis, keeping asset data base up to date.
- Update the spare parts and inventory list monthly and handle disposal needs as required.
- Be available for Oncall support during afterhours as and when necessary
- Adhere to ticket response and resolution SLAs as agreed upon with the customer
- Assist on special projects like OS migrations, PC refresh and large-scale PC deployments
- Configuring WIFI and Outlook emails on Android, Apple and Blackberry devices
- Provide Hands and Feet Support to Network and Wintel teams and good knowledge of Devices – Cisco Routers, LAN Switches, Data Centres, Servers etc. Providing console access to remote team, type of console cables, UTP and Fiber cable types, should be well aware of Hub room and Data Centre infrastructure devices.
- Vendor Coordination.
- Mobile Device Management Technologies: Enroll, Troubleshooting e.g. Airwatch etc
- Good communication in English as well Local language (if applicable) with Read/Write and Spoken skills.
Desired Experience and skillset:
- Minimum 2-3 Years hands on experience as deskside/local IT engineer working as a desktop Support technician handling more than 500 Corporate Users.
- Strong Microsoft Office 2016 & office 365 skills (Outlook, Word, Excel, PowerPoint, SharePoint, OneDrive etc.)
- Strong Microsoft Operating System installation and troubleshooting skills Windows 7, Windows 10.
- Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
- Strong Skills in Antivirus, encryption, Application and software support/
- Broad experience of IT with basic understanding of Networks, Servers and Telecoms
- Good knowledge of MAC OS, IPAD, iPhone etc
- Hands on troubleshooting of VPN issues
- Good Knowledge of Audio/Video equipment and conference, Meeting room setup
- Imaging/Re-imaging of workstations and laptops
- Must have thorough understanding of Windows domain structure, Active Directory, Ghost, Terminal Services, remote control support, NTFS and file level permissions.
- Strong Customer service skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Strong written and verbal communication skills in English languages.
- Must be detail oriented and self-motivating
- Ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution
- BGV (Background verification Checks) as per client required
- Hands-on experience with Lenovo, Dell, and HP business m
Benefits
- A supportive, diverse, and global team with a brilliant culture.
- Competitive compensation and benefits that includes up to 21 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.
To know more about us visit – www.hcltech.com
