Field Support Engineer

HCLTech seeks a Field Support Engineer with strong hands-on experience in Viptela SD-WAN, Cisco Wireless (Catalyst 9800), and Enterprise LAN/WAN environments. The role requires deep expertise in routing, switching, and wireless technologies, with the ability to handle complex incidents, drive root cause analysis, and support large-scale enterprise network operations. The candidate should also demonstrate strong ownership, proactive troubleshooting, and stakeholder communication skills.

Job Title:
Field Support Engineer

Job

Location:
Cary, North Carolina

Job Description

As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

• Provide customer facing end-user support that includes:
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to End Users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices.
• May train users and operators on a limited basis and/or may write training procedures. Participate in on-going training and departmental development.
• Independently resolve tickets within agreed SLA of ticket volume and time to adhere to quality standards, regulatory requirements and company policies.
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Desired

Qualifications:

• BS/BA in Computer Science, Information systems, or an equivalent combination of education or

Experience:

• One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexible for travelling to remote sites or cluster.
• Provide assistance for network relates issues.
• Should be able to lift weight up to 30 lbs at waist level.

Pay and Benefits

Pay Range Minimum: $54,000 to year

Pay Range Maximum: $88,000 to year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color,…