Desktop Support Engineer

HCLTech Northampton, 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.

We’ve always approached our work with an idea‑first attitude because every one of our accomplishments —no matter how big or small—can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game‑changing feat after game‑changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Responsibilities:

• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.
• Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues.
• Ensuring that the IT processes are adhered to.
• Building and configuring shopfloor PCs as well as loading of critical software.
• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Coordinates with IT vendors and ensures the site is up and running.
• Be proactive in reporting IT‑related issues, engage and escalates to the right teams and stakeholders.
• Vendor coordination to resolve IT issues for all IT and OT technologies.
• Communicate and update to all stakeholders on critical items and issues related to IT.
• Be responsible for IT activities at site.
• Be responsible to execute IT related projects and deliverables at site.
• Drive critical issues at site with larger HCL team ensuring timely resolution with least downtime at site.
• Improve and maintain customer and employee satisfaction.
• Perform asset inventory activities as needed.
• Create documentation for processes and procedures of day‑to‑day work. Creating KB articles.
• Provide frontline customer support, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications :

• Minimum 7yrs hands‑on dedicated experience as deskside/Onsite support/local IT engineer.
• Strong Microsoft Operating System installation (Win
  10 / Win
  11 / MAC OS X) and troubleshooting skills.
• Strong experience in providing hands‑and‑feet support for network and data centre equipment/devices.
• Strong desktop support knowledge including hardware, software, and networking concepts.
• Strong skills in hardware level concepts on desktops, laptops, notebooks, printers and handhelds.
• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
• Knowledge of Windows image build process and SCCM deployments, Intune, Autopilot.
• Good knowledge of SCCM, Intune, AD and JAMF.
• Good knowledge in handling RF scanners, industry‑level label printers (Zebra, etc).
• Good hand‑on knowledge of OT technology such as PLCs, manufacturing plant IT, etc.
• Hands‑on experience in handling data‑centre hardware.
• Good knowledge of network, storage servers, VMs, and cloud technology.
• Experience in handling managed print services and corporate/network printers.
• Understanding of user account creation for Active Directory, Exchange mailboxes, distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows native tools.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, handheld – Android & iOS support knowledge.
• Excellent communication and conversation skills (verbal and written) and good documentation skills.
• Able to handle unforeseen situations.
• High level of acceptance.
• Knowledge of ITIL ticketing tools such as Service Now, BMC Remedy, etc., and ITIL concepts such as change process, problem, incidents, and request tickets.

Additional Responsibility:

• Might need to travel to other…