HCLTech · 13 hours ago
Field Services Support
North Andover, MA
Full-time
Onsite
New Grad, Entry LevelHCLTech is seeking a Field Services Support professional to provide technical support for various desktop and mobile devices. The role involves troubleshooting, repairing, and documenting end-user technical issues while ensuring high levels of customer service and adherence to service level agreements.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Responsibilities
Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity
Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Support inline with contracted business working hours
Provide site support in remote offices when required
Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests, inline with health and safety guidelines
Performing asset inventory activities as needed
End user training and guidance on the use of hardware and software
Recommends and / or performs upgrades to end user devices
Qualification
Required
Ability to travel to remote locations
Have own vehicle to drive to different locations and support end Users
Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support
Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professional, users facing updates
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Support inline with contracted business working hours
Provide site support in remote offices when required
Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLA's and high levels of customer service
Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests, inline with health and safety guidelines
Performing asset inventory activities as needed
End user training and guidance on the use of hardware and software
Recommends and/or performs upgrades to end user devices
Capable of installing, removing, maintaining, monitoring and inventorying vehicle technology
Must possess a diverse skill set that enables them to address a wide range of issues independently
Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or their Contingent Person's Assignment
Capable of troubleshooting issues with an end-user device, including all hardware, operating system, driver, or client application challenges
Capable of deploying or redeploying required OS images and builds (as well as, future images/builds) on compatible legacy hardware (Example: Win10, Win7, etc.)
Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and nonpersistent multisession tuning and management, cost optimization, incident management coordination with business owners
Capable of ensuring device health is monitored, reported and remediated (DEX)
Capable of maintaining OS currency using established processes leveraging Service Rings
Capable of performing Routine Technology Health Checks and capable of providing in-person services for items in the relevant service catalogue
Capable of performing semi-annual tests, required remediation, and validation reports for the Code Blue emergency safety feature installed in vehicles, according to the Customer's testing procedures provided to Supplier
24x7 availability, to be provided for the duration of the Major Incident
Capable of offering remote and on-site technical services (proactive and reactive) Smart Hands to the Customer and its associates
Capable of mobile devices support such as: Persona management, application access, device enrolment, OS maintenance and Device Firmware Updates (DFU)
Possess the skills, qualifications, and experience necessary to perform the Contingent Person's Assignment Work to high professional standards
Preferred
Comptia A+
Itil Foundation
Equivalent Hardware Support Certifications
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
Founded in 1976
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2975)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
2026-02-07
2026-02-07
Company data provided by crunchbase