Onsite Support Engineer

**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 **Onsite Support Engineer** to join our team at a client’s facility in **Le Pont-de-Claix, France.**

**Job Summary**

Member of on-site support teams across EMEA (Europe Middle East Africa), Onsite Support Engineers (OSS Engineers) are primarily focus on infrastructure IT equipment and end-user computer customer experience to ensure all interactions result in a positive support-based service.

He/she will deliver a service that exceeds customer expectations, listen, and understand issues, communicate with customers, colleagues and management using positive, clear, and concise communication paths.

He/she will deliver an excellent local customer experience through strong technical skills and understanding of the client site, environment, technology, and culture.

Job is primary physically based on customer site, being client site specific.

OSS Engineers also ensure all commitments with the client are fulfilled with regular updates and appointments when appropriate.
- Performs timely resolution of workstations, mobile, hardware and software problems within SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system. Deep knowledge of “ServiceNow” would be a real advantage.
- Ownership, leadership, communication, and liaison with key contacts in other resolver groups to ensure right action is taken to resolve any issues/tasks he/she will be responsible for.
- Follow-up all processes for use of IT systems, document all actions and activities performed on IT equipment.
- Autonomous, self-motivated, and able to act with limited support and supervision (On-Call services)
- Conforms to international key IT processes such as support, change and asset management (ITIL®)
- Working on customer site, be flexible for travelling to other sites on demand.
- Imaging/Re-imaging end user IT devices according to client IT security policies and procedures
- IT infrastructure equipment support including large scale office moves, re-stack activities, that includes printers and MFDs (Multi-Function Displays).
- Coordinate with vendors / Contractors for provision of end-user support (e.g., Hardware repair, replacement, intervention)
- Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs (Service Level Agreement).
- Support and/or participate in outside of support HCL and/or client projects as requested.
- Manage CMDB (Configuration Management Database) assignation, configuration, retirement and disposal records, provide proper maintenance of asset information, utilization of devices, replacement according to customer lifecycle, asset health and operational constraints
- Provide IT support for on-site and/or off-site events and meetings
- Provide On-call support outside business hours, provide IT support for disaster recovery and emergency response service.
- Provide reports as requested by HCL and/or final customer
- Implement best practices to resolve issues, follow guidelines provided (Knowledge Base), document and improve existing guidelines, propose new ones.
- Manage and inventory LAN cabling / racking, coordinate port activations and deactivations, escalate to customer if required.

**Qualification**

The following qualification is hardly recommended for appliance:

- **BS / BA in Computer Science, Information Technology**, or an equivalent combination of education and/or experience
- **3 years of technical experience** in IT technical support and/or IT Service Delivery.
- **French and** **English are mandatory language one should know.**

**Certification would be a real added advantage on this role.**
- A Technical Certification (Microsoft / HP / Dell / CISCO)
- ITIL Certification
- CompTIA A+
- Microsoft Certified Professional (MCP) or better
- BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience

**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