IT Field Operations – Support Specialist
hace 2 días
Antony
Join HCLTech "Certified Global Top Employer 2025"! HCLTech is a global tech company with 224,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion. ___+500 HCLTechies. Offices: Paris, Lyon and Toulouse. HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac. We are seeking an IT Field Operations – Support Specialist to join our HCLTech team working at our client site based in Antony (92100). This position is a 12-month contract and will be based on-site. (Freelance candidates will not be considered.) Job Summary The IT Support Specialist is responsible for providing advanced technical support, hardware lifecycle management, and onsite IT service delivery across regional locations. This hybrid role combines Level 1.5 (remote desktop support), Level 2 technical troubleshooting, field service operations, and end-to-end hardware asset management. The specialist ensures that IT infrastructure and devices are deployed, maintained, and retired efficiently, supporting global standards while delivering exceptional end-user experiences. Tasks and Responsibilities 1. Remote Desktop Support (Level 1.5) • Provide remote assistance to end users via tools such as Microsoft Endpoint Manager, Intune, TeamViewer, or similar remote desktop platforms., • Troubleshoot and resolve software issues, configuration errors, and account problems that do not require onsite intervention., • Support incident triage, initial diagnostics, and ticket routing for efficient resolution by Level 2 or specialized teams., • Guide users through self-help and knowledge-base resources to resolve common issues., • Ensure accurate documentation of all remote support activities and maintain a high first-contact resolution rate. 2. Technical & Onsite Support (Level 2) • Provide onsite and remote Level 2 technical support for hardware, software, and network-related issues., • Diagnose and resolve incidents involving desktops, laptops, mobile devices, printers, and peripherals., • Perform system installations, imaging, configurations, and upgrades for end-user equipment., • Collaborate with global IT teams to escalate and resolve complex issues., • Maintain and update local documentation, FAQs, and technical guides. 3. Hardware Asset Management (HAM) • Manage the full lifecycle of IT hardware assets — from procurement to deployment, maintenance, and retirement., • Use asset management tools (e.g., ServiceNow, Intune, JAMF) to ensure accurate asset tracking and reporting., • Conduct physical inventory checks, reconciliation, and audits to maintain data accuracy., • Oversee secure disposal or return of decommissioned equipment in compliance with company policy and data security regulations., • Generate and analyze reports on hardware usage, refresh cycles, and compliance. 4. Field Services Operations (FSO) • Serve as the primary point of contact for onsite IT support across the assigned region., • Coordinate with vendors and logistics providers for device deliveries, repairs, and returns., • Ensure consistent implementation of global IT and security standards at all regional sites. 5. Process & Continuous Improvement • Identify and recommend process improvements to enhance IT service delivery and asset management efficiency., • Participate in cross-functional initiatives to standardize workflows and automate repetitive tasks., • Support ITIL-based service management and contribute to continuous improvement initiatives. Job Requirements • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)., • 3–5 years in IT support roles including remote desktop (Level 1.5), onsite Level 2, or field service positions within a multi-site environment., • Proficiency with Windows and macOS operating systems; strong understanding of networking and endpoint management; experience with remote support and ITSM tools (ServiceNow, SCCM, Intune, JAMF, Lansweeper, or similar)., • Certifications: CompTIA A+, Network+, or Microsoft certifications preferred; ITIL Foundation desirable., • Customer service orientation with a proactive mindset, • Attention to detail and data accuracy, • Stakeholder management across technical and non-technical teams, • Continuous improvement and ownership attitude, • Excellent communication and interpersonal skills; strong organizational, problem-solving, and analytical capabilities; ability to work independently and manage multiple priorities., • Fluency in French and in English., • Moderate regional travel required to support local sites and emergency onsite visits when on call. Apply now and submit your CV in English! Why become an HCLTechie? At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive. We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech: • Comprehensive benefits package., • Global career opportunities and mobility., • Flexible work environment supporting work-life balance., • Exciting projects and upskilling opportunities to shape your role.
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