HCLTech · 1 hour ago
Field Support Technician
Northborough, MA
Full-time
Onsite
Entry, Mid Level
$49K/yr - $88K/yr
1+ years expHCLTech is a leading technology company seeking a Field Support Technician to provide technical support for various end-user devices. The role involves troubleshooting, repairing, and documenting technical issues while ensuring high levels of customer satisfaction and adherence to service level agreements.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Hiring Manager
Rishi Srivastava
Responsibilities
Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity
Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Support inline with contracted business working hours
Provide site support in remote offices when required
Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests, inline with health and safety guidelines
Performing asset inventory activities as needed
End user training and guidance on the use of hardware and software
Recommends and / or performs upgrades to end user devices
This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
Performs other duties as assigned
Qualification
Required
Minimum of 1 to 3 Years Experience
Ability to travel to remote locations
Have own vehicle to drive to different locations and support end Users
Provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology
Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communication in the local language
Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines
Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs
Capable of installing, removing, maintaining, monitoring and inventorying vehicle technology
Must possess a diverse skill set that enables them to address a wide range of issues independently
Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or their Contingent Person's Assignment
Capable of troubleshooting issues with an end-user device, including all hardware, operating system, driver, or client application challenges
Capable of deploying or redeploying required OS images and builds (as well as, future images/builds) on compatible legacy hardware (Example: Win10, Win7, etc.)
Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and nonpersistent multisession tuning and management, cost optimization, incident management coordination with business owners
Capable of ensuring device health is monitored, reported and remediated (DEX)
Capable of maintaining OS currency using established processes leveraging Service Rings
Capable of performing Routine Technology Health Checks and capable of providing in-person services for items in the relevant service catalogue
Capable of performing semi-annual tests, required remediation, and validation reports for the Code Blue emergency safety feature installed in vehicles, according to the Customer's testing procedures provided to Supplier
24x7 availability, to be provided for the duration of the Major Incident
Capable of offering remote and on-site technical services (proactive and reactive) Smart Hands to the Customer and its associates
Capable of mobile devices support such as: Persona management, application access, device enrolment, OS maintenance and Device Firmware Updates (DFU)
Possess the skills, qualifications, and experience necessary to perform the Contingent Person's Assignment Work to high professional standards
Have, as a minimum, the skill proficiency level, qualifications, and experience outlined in the relevant Job Profile, in the core skills for that Job Profile
Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates relevant to that Job Profile
Will have the Skills, qualifications, and experience necessary to perform the Assignment Work to high professional standards, which are at least industry standard professional levels in accordance with the relevant Job Profile requirements and the defined Skills
digital-first and AI enabled resolution strategy through multiple operational strategies at Customer locations with potential visits to other office locations
Event Support: Audio and Video Readiness, Event Planning, Communications
VIP/Exec level support capability
Onsite and Field IT Operations: Vehicle Technologies, Smart Hands, Legacy Technologies, Storm Recovery Operations
IT Software/Hardware Asset Management
Issuing and acting on IT Incident and Request tickets that require higher trained individuals, including advanced software, hardware, and server related, etc
Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support
Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Support inline with contracted business working hours
Provide site support in remote offices when required
Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLA's and high levels of customer service
Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests, inline with health and safety guidelines
Performing asset inventory activities as needed
End user training and guidance on the use of hardware and software
Recommends and / or performs upgrades to end user devices
This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
Performs other duties as assigned
Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc
Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications
Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
Effective communication in English and/or local language
Basic known workings of LAN technologies and hardware
Ability to support technically video conferencing equipment
Ability to interact with customers so as to ensure that the service is polite, efficient and responsive service is provided
A self-starter with ability to work on their own initiative
To work through issues analytically to a successful conclusion
Benefits
Medical
Dental
Vision
Pharmacy
Life
Accidental death & dismemberment
Disability insurance
Employee assistance program
401(k) retirement plan
10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
10 paid holidays per year
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2975)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
Deccan Chronicle
2026-01-25
Hindu Business Line
2026-01-24
Company data provided by crunchbase