HCLTECHHCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving. Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040. To learn more about how we can supercharge progress for you, visit www.hcltech.comNote: Candidates must be eligible to work in Egypt. Fluent in Arabic and English.
Job Summary:As a member of the Site Services team the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with 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-on support to other IT teams including but not limited to Audio Visual, Network, Server and print services.
Essential Duties and Responsibilities Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily. Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users. Develops and provides technical coaching and mentoring to other desktop services staff and company associates. May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed. Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to insure customer satisfaction. Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment. Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels. Demonstrate initiative and act independently to resolve problems. Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation. Participate in team projects as requested. Management of onsite AV Technical Management, including configuration & installation of AV devices Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers & LCD/Plasma Displays Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer Coordinate with AV equipment OEMs for resolution/workarounds, when required Assist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (AMX, Crestron) operations Interact with client Customer Help Desk ticketing system to respond to end user requests Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design Setup and breakdown of all onsite meetings Daily system testing to ensure equipment and room functionality Responsible for escalating all “next level” break fix issues to their manager for resolution Perform remote testing for local and regional offices Ensure all AVS spaces are presentable for use Polycom AV equipment management and configuration Videoconferencing experience including operation, call set-up and equipment Establishing and testing of individual and group VC sessions, i.e. meeting support, including consultation of users on best possible connection type
Skills and Abilities Customer focused – Customer is #1 Attitude Personal accountability for results Detail oriented Strong analytical and troubleshooting skills High integrity Minimum of 2 years’ technical experience in providing Deskside Support PC hardware repair (Dell/HP), Windows system support, OS X Support Software installation/troubleshooting Performing Tech Refresh Mobile device support (i OS/i Phone/i Pads) – excluding warranty hardware repair Networking Asset tracking Stock room management Basic support in Video conferencing equipment Must have experience in working with third party client managed mobile applications. Experience in Mobile Device Management and Mobile Application Management. ( i Phone and Android ) Hands on Experience in server side maintenance like upgrading and patching activities. Candidate should have knowledge over MS Access , Service Now, Sql Server. Experience in working on Intune and Blackberry UEM.
Education / Expertise Technical degree with 2 years of technical experience; or high school diploma/GED with 3 years of technical experience. Minimal 1 years of experience in hardware, software and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment. Must possess established customer service skills through 2 years of professional customer service experience. Technical Certification in the similar field will be an added advantage Ability to manage multiple priorities and follow through on projects to completion. Ability to work with customers and achieve successful outcomes in handling difficult situations. Proven ability to communicate effectively with a wide variety of customers by phone, in person or via e-mail. Capability to work effectively as a team member, as well as independently on multiple projects. Benefits A supportive, diverse, and global team with a brilliant culture. Competitive compensation and benefits that includes up to 21 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land. 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. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice. To know more about us visit – www.hcltech.com