Field Support Technician
2 days ago
San Diego
Responsibilities • Provide deskside and remote support for Windows and Apple laptops/desktops., • General end user support in filed support., • Troubleshoot and resolve issues related to Office 365 applications (Outlook, Teams, OneDrive, SharePoint)., • Windows/macOS, Office 365, mobile, remote tools, field devices, • Device management - Imaging ruggedized devices, Intune, Autopilot, • Perform device imaging, deployment, and post-deployment troubleshooting., • Tools & Technologies - Office 365, ServiceNow, Intune, Netmotion VPN, DameWare, MSRA, GIS, GPS, Monitoring Tools, SOPs, Agile Tools, • Support mobile device setup and troubleshooting (iOS/Android)., • Diagnose and resolve hardware and software conflicts., • Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure., • Collaborate with cross-functional teams to onboard new hires (accounts, devices, access)., • Ensure hardware assignments are accurate and recorded in the asset management system., • Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows., • Support IT tools enabling field employee safety, productivity, and enablement., • Provide seamless technology support to minimize operational disruptions., • Deliver proactive monitoring and resolution of field technology issues., • First-call resolution target: 0–15 minutes., • Successful deployment and adoption of hardware/software solutions., • Positive feedback from field users and operational teams., • Participate in rotational on-call support (including nights/weekends). Knowledge, Skills, Abilities • Technical Skills, • Operating Systems, • Proficiency in Windows and mobile OS (iOS, Android) environments., • Hardware Support, • Troubleshooting desktops, laptops, printers, and mobile devices., • Experience imaging and deploying devices (e.g., using, Intune)., • Software & Tools, • Microsoft Office 365 suite, • Remote support tools (e.g., DameWare, MSRA ), • Ticketing systems (e.g., ServiceNow), • Agile Tools (e.g., Azure DevOps), • VPN and network troubleshooting (e.g., NetMotion), • Device Management, • Experience with MDM tools like Microsoft Intune., • Familiarity with device encryption, patching, and compliance., • Field Technology, • Support for ruggedized devices, GPS, GIS, and specialized field tools., • Soft Skills:, • Analytical Thinking, • Ability to break down complex problems and processes., • Strong data analysis and interpretation skills., • Requirements Building, • Skilled in conducting stakeholder discussions to document functional and non-functional enhancements, • Problem Solving, • Ability to select a course of action to solve issues by making timely decisions based on fact, knowledge, experience and judgment, while balancing business and individual needs., • Communications, • Excellent communication and interpersonal skills., • Native English equivalency required. Requirements • 5–7 years of IT experience in desktop or end-user support working in IT Operations., • Hands-on experience with Office 365 troubleshooting and administration., • Strong knowledge of Windows 10/11 and macOS platforms., • Experience imaging and deploying devices (Windows Autopilot, Intune preferred)., • Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless)., • Experience in productivity tools (Word, Excel, PowerPoint, Outlook)., • Strong organizational skills with ability to prioritize multiple tickets and requests., • Excellent interpersonal and customer service skills with a problem-solving mindset. Customer service, problem-solving, native English level proficiency, • Experience working in a help desk or call center environment preferred., • Certifications (MCP, CompTIA A+, ITIL Foundation) preferred., • Must be able to lift up to 50 lbs, travel across service territory, needs to be local Support Hours: • Mon-Fri: 6am-10pm (8 hours within. Shift will be based on operational needs), • Weekends: 7am-1pm (on-call, remote with average callback response time of 1 hour). Up to 5x/year., • May need to provide support during emergency event activations (up to 12-hr operational period). Up to 3x/year. HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, 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 for investigation. 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.