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IT Helpdesk Support (Level 3) - Normal Hours

Salary undisclosed

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Job Responsibilites:

  • Support daily IT Helpdesk operations, meet incident resolution time, update IT knowledge base system, IT incident ticket logging, and other tasks requested by WDT Site IT Supervisor/Manager.
  • Serve as the first point of contact for end users seeking technical assistance over the phone, email, Microsoft Teams, walk-in, etc.
  • Provide end user service support and resolve problems to the end user’s satisfaction.
  • Troubleshoot end user’s computing issue, and hardware issue (PC, server, printer, etc.)
  • Installing and configuring computer hardware, software, systems, networks, and printers
  • Responding in a timely manner to service issues and requests
  • Repairing and replacing equipment as necessary
  • Provide feedback on processes and make recommendations on areas to improve
  • Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by end user
  • Walk the end user through the problem-solving process
  • Direct unresolved issues to the next level of support personnel (GSD, IMC, L2, etc.)
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in ServiceNow (work notes and resolution)
  • Support team (L2/L3 and Global IT teams) for prompt recovery service and support to minimize any business disruption in the event of an incident

Job Requirements:

  • At least a diploma/bachelor’s degree in information systems/computer science/computer engineering or equivalent.
  • More than 3 years’ work experience in computer hardware, software, networking systems, and information security operation support
  • Experience in troubleshooting Bartender Seagull label printing system.
  • Strong knowledge in Windows OS and Mac OS
  • Experience in network, IT Security, Windows/Mac/Ubuntu/Linux and computer troubleshooting.
  • Experience in managing/deploying MS patches to Mfg/Office/Lab PC and machines.
  • Willing to work extended hours or modified schedule (if needed).
  • Able to deliver a consistent quality of services and performance, based on stipulated KPIS / SLAS.
  • Support ad-hoc projects initiated from the Global Infra / Security team
  • Good analytical and problem-solving skills.
  • Good soft skills in communication and presentation.
  • A team player and able to work independently.
  • Motivated individual with a positive attitude.

What we offer

At HCL Technologies, we are committed to providing our employees with a supportive and enriching work environment. Some of the key benefits you can expect include:

  • Competitive salary and performance-based bonus structure
  • Comprehensive medical and life insurance coverage
  • Generous paid time off and holiday leave
  • Opportunities for career growth and skill development
  • Flexible work arrangements and a healthy work-life balance