IT Field Operations – Support 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 for an
IT Field Operations – Support Specialist
to join our team at a client's facility in Antony, Île-de-France, France
.

Important details

• Onsite
• Language: French (C1) + English
• Years of experience: 3–5 years in IT support roles including remote desktop, onsite Level, or field service positions within a multi-site environment

Job Summary

IT Field Operations – Support Specialist is responsible for providing advanced technical support, hardware lifecycle management, and onsite IT service delivery across regional locations. This hybrid role combines Level 1.5 (remote desktop support), Level 2 technical troubleshooting, field service operations, and end-to-end hardware asset management. The specialist ensures that IT infrastructure and devices are deployed, maintained, and retired efficiently, supporting global standards while delivering exceptional end-user experiences.

Key Responsibilities

1. Remote Desktop Support (Level 1.5)

• Provide remote assistance to end users via tools such as Microsoft Endpoint Manager, Intune, TeamViewer, or similar remote desktop platforms.
• Troubleshoot and resolve software issues, configuration errors, and account problems that do not require onsite intervention.
• Support incident triage, initial diagnostics, and ticket routing for efficient resolution by Level 2 or specialized teams.
• Guide users through self-help and knowledge-base resources to resolve common issues.
• Ensure accurate documentation of all remote support activities and maintain a high first-contact resolution rate.

2. Technical & Onsite Support (Level 2)

• Provide onsite and remote Level 2 technical support for hardware, software, and network-related issues.
• Diagnose and resolve incidents involving desktops, laptops, mobile devices, printers, and peripherals.
• Perform system installations, imaging, configurations, and upgrades for end-user equipment.
• Collaborate with global IT teams to escalate and resolve complex issues.
• Maintain and update local documentation, FAQs, and technical guides.

3. Hardware Asset Management (HAM)

• Manage the full lifecycle of IT hardware assets — from procurement to deployment, maintenance, and retirement.
• Use asset management tools (e.g., ServiceNow, Intune, JAMF) to ensure accurate asset tracking and reporting.
• Conduct physical inventory checks, reconciliation, and audits to maintain data accuracy.
• Oversee secure disposal or return of decommissioned equipment in compliance with company policy and data security regulations.
• Generate and analyze reports on hardware usage, refresh cycles, and compliance.

4. Field Services Operations (FSO)

• Serve as the primary point of contact for onsite IT support across the assigned region.
• Coordinate with vendors and logistics providers for device deliveries, repairs, and returns.
• Ensure consistent implementation of global IT and security standards at all regional sites.

5. Process & Continuous Improvement

• Identify and recommend process improvements to enhance IT service delivery and asset management efficiency.
• Participate in cross-functional initiatives to standardize workflows and automate repetitive tasks.
• Support ITIL-based service management and contribute to continuous improvement initiatives.

Key Competencies

• Customer service orientation with a proactive mindset
• Attention to detail and data accuracy
• Stakeholder management across technical and non-technical teams
• Continuous improvement and ownership attitude

Qualifications

Education:
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

Technical Skills:
Proficiency with Windows and macOS operating systems; strong understanding of networking and endpoint management; experience with remote support and ITSM tools (ServiceNow, SCCM, Intune, JAMF, Lansweeper, or similar).

Certifications:
CompTIA A+, Network+, or Microsoft certifications preferred; ITIL Foundation desirable.

Soft Skills:
Excellent communication and interpersonal skills; strong organizational, problem-solving, and analytical capabilities; ability to work independently and manage multiple priorities.

Physical Requirements:
Ability to lift and transport IT equipment as needed.

Travel:
Moderate regional travel required to support local sites and emergency onsite visits when on call.

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

Apply now and submit your CV in English

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 drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.