Information Technology Field Technician

Job Description

Job Description:

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Role Purpose:

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• Provide dedicated on-site IT/OT support, ensuring seamless operations, rapid incident resolution, and proactive maintenance at sites. Act as the primary point of contact for all local IT/OT issues and coordinate with remote teams for escalations.

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Responsibilities: -

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Incident Management & Resolution:

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• Act as Site SPOC for critical incidents (P1/P2) and coordinate with the Critical Incident Manager.

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• Perform triage and assignment of site alerts/incidents.

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• Provide hands-and-eyes support for break-fix issues that cannot be resolved remotely.

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• Adhering to SLAs agreed in the Scope

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• ITIL Processes awareness and adhering to ITIL process workflow.

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Site Operations & Preventive Maintenance:

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• Conduct daily site walkthroughs and routine checks.

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• Maintain site-specific knowledge base and update manuals.

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• Performs routine maintenance and preventive checks to ensure the health of critical IT systems

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• Assist in planned change management activities requiring on-site presence.

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Collaboration & Communication:

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• Bridge between L2/L3 support teams and business stakeholders.

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• Engage and escalate IT issues impacting business operations.

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• Coordinate and shadow dispatch engineers during work completion.

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• Reporting to the Track Lead / Team Lead at Site

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• Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to

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• resolve those problems

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• Troubleshooting technical issues

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• Attends operations related meetings.

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• Site review & meetings with site SPOC.

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• Meetings with vendors, OEMs on open actions

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• Project support meetings

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Required Skills / Qualifications:

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• Minimum 5-7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer

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• Strong Microsoft Operating System installation (Win10 / Win11 / MAC OS X) and troubleshooting skills.

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• Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipment/Devices

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• Familiarity of IT-OT systems (SCADA, PLC, HMI), industrial networking, Windows-based engineering workstations.

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• ServiceNow for SLA tracking and ticket management.

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• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)

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• Hands on experience in handling Data center hardware.

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• Good knowledge on Virtualization, Network, Storage servers, backups, VMs, and Cloud technology.

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• Strong Customer service skills

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• Able to handle unforeseen situations.

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• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

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Additional Responsibility

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• Might need to travel to other sites based on demand and requirements.

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• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).

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• Handle operations and customer requirements as per process and agreed SOW.

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• Possible rotational shifts.

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Soft Skills

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• Excellent communication and conversation skills (Verbal and Written)

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• Coordination with HCL internal teams, stakeholders, and vendors

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• Good documentation skills

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• Good working knowledge of MS OFFICE

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• Should have a great customer handling skill

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• Can drive HCL’s value and its methodology

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• Ability to adjust to evolving processes

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HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of , religion, , color, , , pregnancy, , 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.

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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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.