Field Support Engineer

HCLTech Tynemouth, England, United Kingdom

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry‑leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here.

The FSO L2 role is responsible for providing advanced on‑site and remote support for IT hardware and end‑user devices. This includes installation, maintenance, troubleshooting, and coordination with multiple teams to ensure seamless IT operations. The role demands strong technical skills, customer service orientation, and adherence to ITIL processes.

• Resolve escalated hardware and software issues from L1; perform root cause analysis for recurring problems.
• Provide hands‑on support for desktops, laptops, printers, and peripherals; manage break‑fix activities and preventive maintenance.
• Oversee deployment, maintenance, and disposal of IT assets; ensure compliance with organizational policies and regulatory requirements.
• Collaborate with Site IT Leads, POCs, and service desk teams for seamless service delivery; participate in governance calls and reviews.
• Maintain accurate records of incidents, service requests, and asset inventory; prepare service review presentations and improvement plans.
• Identify and mitigate risks associated with IT operations to ensure business continuity and data security.
• Strong knowledge of hardware troubleshooting and IT asset lifecycle management.
• Familiarity with ITIL processes and service desk operations.
• Excellent communication and customer service skills.
• Ability to work in a global, multi‑vendor environment.

• Bachelor’s degree in computer science, IT, or related field.
• ITIL Foundation Certification (mandatory).
• 3–5 years of experience in Field Support Operations or related IT roles.
• Preferred:
  Knowledge of HAM (Hardware Asset Management) processes.
• A supportive, diverse and global team with a brilliant culture.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion – CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.

We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

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