HCL Technologies | SPECIALIST | newark, nj

Job Description (Posting). Job Description : Deskside Service Engineer L2/r/ /r/#### Job Overview:/r/A Deskside Service Engineer L2 is responsible for providing advanced technical support and troubleshooting for end-users within an organization. This role involves resolving hardware, software, and network issues that have been escalated from Level 1 support. The engineer ensures the smooth operation of IT systems and services, contributing to optimal productivity and efficiency./r/ /r/#### Key Responsibilities:/r/- Technical Support: Provide advanced troubleshooting and resolution for hardware, software, and network issues./r/- Incident Management: Handle and resolve incidents escalated from Level 1 support, ensuring timely and effective solutions./r/- Service Requests: Fulfill service requests related to installations, configurations, and upgrades of IT equipment and software./r/- User Support: Assist end-users with technical issues, providing clear and effective communication and support./r/- System Maintenance: Perform routine maintenance tasks, such as software updates, patches, and backups./r/- Asset Management: Manage IT assets, including inventory tracking and documentation./r/- Collaboration: Work closely with other IT teams and departments to ensure comprehensive support and seamless IT operations./r/- Documentation: Maintain accurate and up-to-date documentation of incidents, solutions, and procedures./r/- Training: Provide guidance and training to end-users on best practices and effective use of IT resources./r/ /r/#### Required Skills and Qualifications:/r/- Technical Expertise: Proficient in troubleshooting hardware, software, and network issues. Familiarity with operating systems (Windows, macOS, Linux) and common business applications./r/- Experience: Previous experience in a technical support role, with a strong understanding of IT support processes and tools./r/- Communication: Excellent verbal and written communication skills. Ability to explain technical issues to non-technical users./r/- Problem-Solving: Strong analytical and problem-solving skills. Ability to diagnose and resolve complex technical issues./r/- Customer Service: High level of customer service orientation. Ability to handle end-user issues with patience and professionalism./r/- Team Player: Ability to work collaboratively within a team and across departments./r/- Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, ITIL Foundation) are preferred./r/ /r/#### Educational Requirements:/r/- Degree: A bachelor s degree in Information Technology, Computer Science, or a related field is preferred. Equivalent work experience may be considered./r/ #### Work Environment:/r/- Location: Typically based in an office environment but may require travel to different sites./r/- Hours: Standard business hours, with occasional on-call or after-hours support as needed./r/ / (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Created: 2024-11-26