PERMANENT

FULL_TIME

ADAPTED_NOW

YEAR

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 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.

Title: Field Service TechnicianLocation: Waco, TX (Onsite)Duration: Full TimeJob Description-Minimum Experience 1-3 Years of field Services Technician 1As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network ( Date and voice), and Servers.Job Description<ul><li>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:</li><li>Provide customer facing end-user support that includes:</li><li>Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.</li><li>Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.</li><li>Perform onsite updates, Configuration changes, or Software installations.</li><li>Provide onsite technical assistance to End Users.</li><li>Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.</li><li>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.</li><li>Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)</li><li>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</li><li>Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.</li><li>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</li><li>Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.</li><li>Provide On-call support if required outside business hours on a rotational basis</li><li>Provide Hand and Feet support for network data and voice devices</li><li>FSO Telecom task:</li><li>Installation of IP, wireless, Analog and Digital phones ( Avaya , Nortel, Cisco, Siemens, Mitel etc.)</li><li>Configuration of phones using SOP and Phones movement.</li><li>Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to network voice team.</li><li>Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk</li><li>Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool</li><li>Update the circuit inventory and vendor details for service provider to network voice team.</li><li>Coordination with local vendor for ISP , OEM, channel partner and different team</li></ul>Desired Qualifications:<ul><li>BS/BA in Computer Science, Information systems, or an equivalent combination of education or Experience</li><li>One to three years of experience in service delivery and End-user hardware and software Configuration troubleshooting.</li><li>Experience with various desktop systems, operating systems, and diverse technical environments.</li><li>Excellent customer service orientation and verbal communication skills.</li><li>Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.</li><li>Ability to install software for and troubleshoot a wide range of applications.</li><li>Analytical thinking and problem-solving ability.</li><li>CompTIA A+ certification or equivalent certification</li><li>Flexible for travelling to remote sites or cluster</li><li>Provide assistance for network relates issues</li><li>Should be able to lift weight up to 30 lbs at waist level</li><li>Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to network voice team.</li><li>Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk</li><li>Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool</li><li>Update the circuit inventory and vendor details for service provider to network voice team.</li><li>Coordination with local vendor for ISP , OEM, channel partner and different team.</li></ul> A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year. DisclaimerHCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to <a rel="noreferrer noopener" target="_blank" title="mailto:secure@hcltech.com">secure@hcltech.com</a> for investigation.

HCLTech

Field Service Technician

Analysis Skills

Audiovisual

Avaya Software

CPU (Central Processing Unit)

Cisco Network Systems

Communication Skills

CompTIA A+

Computer Science

Customer Relations

Customer Support/Service

Data Migration

Desktop Administration

Desktop PC

Disaster Recovery

Hardware Configuration Management

Help Desk

IP (Internet Protocol)

Identify Issues

Information Technology & Information Systems

Internet Service Providers

Laptop PC

Lift/Move 30 Pounds

Maintenance Services

Microsoft Office

Microsoft Windows Operating System

Mobile Devices

Network Support

Nortel Network Systems

OEM (Original Equipment Manufacturer)

On Call

On Site Support

Operating Systems

Peripheral Hardware

Presentation/Verbal Skills

Printing

Problem Solving Skills

Resolve Customer Issues

Risk Analysis

Risk Management

Service Delivery

Service Level Agreement (SLA)

Software Administration

Software Configuration Management

Software Installation

Software Patches

Standard Operating Procedures (SOP)

TDM (Time Division Multiplexing)

Team Player

Technical Support

User Interface/Experience (UI/UX)

VPN (Virtual Private Network)

Willing to Travel

Wireless Communications

monster

OTHER

FEED

As a Help Desk Agent on the Zorware team, a typical day for you will include: Support all internal and external customers with product training, knowledge and expertise. Welcome to Neighborly-the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses.

Help Desk Agent Are you looking for a placewhere you can bring your passion forsoftware and customer service? You will be responsible for first level support for all franchise facing technology in use by any of Neighborly's franchise brands? Welcome to Neighborly-the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level. Bring your experience and be empowered to innovate. As a Help Desk Agent on the Zorware team, a typical day for you will include: <ul><li>Support all internal and external customers with product training, knowledge and expertise.</li><li>Respond to support requests via phone, email or chat.</li><li>Keep accurate records of all support requests, internal research and applied resolutions using the appropriate ticketing system.</li><li>Insure that issues are resolved in a timely manner in accordance with SLA.</li><li>Assist with testing and/or documentation of new products or enhancements.</li></ul> Bring your skills and be inspired to achieve success. <ul><li>Experience:<ul><li>Customer Service </li><li>General knowledge of Windows Environments (Windows 10 or newer) </li><li>General knowledge of Web browsers (Google Chrome, Microsoft Edge) and their basic settings/options </li><li>General knowledge of Intuit QuickBooks Online (preferred but not required) </li><li>General knowledge of ticketing systems and documentation (preferred but not required) </li><li>General knowledge of Point-of-Sale systems (preferred but not required) </li></ul></li><li>Skills: <ul><li>Strong computer literacy skills with an emphasis on software knowledge and use </li><li>Diagnostic and analytical skills for software </li><li>Professional tone and phone/email presence, with clear communication ability </li><li>Ability to work well under pressure to meet required timelines </li><li>Proficiencies with time management </li><li>Sense of urgency; maintain a positive attitude </li><li>Service-oriented attitude </li><li>Detail-oriented </li><li>Patience </li><li>Active listening </li><li>Problem solving </li><li>Adaptability and ability to take direction </li><li>Critical thinking </li><li>Strong ability to multitask </li></ul></li><li>Education:<ul><li>Associates Degree preferred but not required.</li></ul></li><li>Schedule / in-office requirements: <ul><li>This is a hybrid model schedule; Monday-Wednesday in office, Thursday/Friday from home.</li><li>Office location: 1010 N University Parks Dr, Waco, Tx</li></ul></li></ul> Bring your goals and be enabled to reach them. <ul><li>Competitive Pay: Commensurate with experience</li><li>Schedule: Full time M-F</li><li>Benefits: Check out our benefits offerings here </li><li>Financial Benefits: Equity and annual bonus opportunities</li></ul> Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self. Not the right opportunity for you? Share this job with a friend and follow us on LinkedIn for future opportunity updates. Brand: ZOR Zorware

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