IT Support Senior Specialist

**Join HCLTech**

HCLTech is a global tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac.

We are seeking an **IT Support Senior Specialist**to join our team at a client’s facility in **Morangis, Île-de-France, France.**

**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 escalate to 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.
- Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site.
- Improves and maintains customer and employee satisfaction
- Performing asset inventory activities as needed.
- Create documentation for processes and procedures of day-to-day work. Creating KB articles.
- Providing 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 (Win10 / MAC OS X) and troubleshooting skills.
- Strong Experience in Providing Hands & feet Support for Network and Datacentre 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
- Good knowledge on SCCM, Intune, AD and JAMF
- Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
- Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc
- Experience in handling managed print services, corporate / network printers.
- Good understanding of Audio/Video equipment and conference room setup.
- Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
- Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld -Android & IOS support knowledge.
- Strong Customer service skills
- Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
- Able to handle unforeseen situations.
- High level of acceptance
- Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

**Additional Responsibility**
- Might need to travel to other sites based on demand and requirements.
- On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
- Handle operations and customer requirements as per process and agreed SOW.
- Possible rotational shifts.

**Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment.**

**Why become an HCLTechie?**

At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.

We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech: Comprehensive benefits package.
- Global career opportunities and mobility.
- Flexible work environment supporting work-life balance.
- Exciting projects and upskilling opportunities to shape your role.
- Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like-minded colleagues to