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Job description:

Location: Memphis, TN Support, to the extent permitted by FedEx and using processes and technologies approved by FedEx.Requests include break/fix for pcs, laptops, tablets, desk phones, printers; set up/configuration of newdevices; troubleshoot hardware and software issues; phone consultation, intermediary between end usersand FedEx technical support (Infosec, email, networking, encryption, wireless); asset disposal and datasecurity.

Tech Skills
Familiar with basic computer and network troubleshooting techniques and methodologiesPC Troubleshooting tasks
Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, FedEx Software
Installing Printer drivers, IP Printing/Cloud Printing
OneDrive Setup and migrations w/ OneNote Cloud Sharing
Attempt Data Recovery on failed systems
Troubleshoot Encryption issues Troubleshoot Password issues
MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 foremployees using iPlanet and O365
Mac LAN / WAN connectivity troubleshootingNetwork Troubleshooting task
Diagnose cabling issues
Network port connectivity verifications
Locating rogue networking devices
Networking component swapouts (Router, Switch, WAP)
Ability to become familiar with FedEx approved hardware
Cisco VOIP installation and troubleshooting supportLAN / WAN support and troubleshooting
Ability to utilize TACACS to view switch information
Ability to utilize NetDB to perform port assignments
Customer Communication Skills
Ability to maintain composure with challenging customers
Able to direct customers to correct support groups
Time and resource management
Workload Prioritization
Sense of urgency
Need Spotlight and Tech Service KB access
Due to testing environments...must be able to support all field equipment that FieldTechs support i.e. PSCAN, STARBASE, POS, FSM, Ship N Get, Drop Box.Additional skills & Support required
Freight Level of support provided prior to Execnet
Manage Freight HQ PCL
Tech would order pc equipment through freight depot
Break/Fix / Temp replacements Escalated with Freight Depot
Cell support tech setup/troubleshooting of cell phones (non mgmt. included)
Ready and assist with video conferencing equipment
New board room video equipment
Will have some assistance with Video Conference Room support
Maintain Video Conference Equipment
Point of contact for Level 3 video conferencing Point to point bridging
Networking Troubleshoot, cross-connects, monitor port utilization, Wireless APswap-out, Switch Install/Swap-out
Work w/ Network Engineer
Cisco VOIP support (Install / Troubleshooting)
Intermediary between multiple support groups
Setup and troubleshoot new-tech non-standard devices (Typically PC equipment,accessories)
Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini)

 

  • To provide support for on call escalations and doing root cause analysis of given issue
  • To independently resolve tickets within agreed SLA of ticket volume and time
  • To adhere to quality standards, regulatory requirements and company policies
  • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.

HCLTech Logo

Company

HCLTech

Job Posted

8 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Category

IT Services and IT Consulting

Locations

Tennessee Ridge, Tennessee, United States

Applicants

Be an early applicant

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End-User Support Technician: Job Description Background As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end 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 and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services. Description As an End User Support Technician with Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities: Provide customer facing end-user support that includes Break-fix support for Laptop, desktop, tablets and associated hardware peripherals IMAC support including large scale/bulk office moves/re-stack activities (all moves) Support for Operating System, base load software, MS Office suite and other business application Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries Support for the Mobility devices (IOS/iPhone/IPads) VIP and home-based office (HBO) user support Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance Respond to end-user requests for updates on ticket status and promptly follow up as needed. Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) Perform managed print service invoicing/meter read/polling report verification Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades. Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites. Provide On-call support if required outside business hours on a rotational basis Desired Skillsets Strong understanding of Client based Operating Systems Strong ticketing system experience Proficient understanding of level 1 Helpdesk services Strong understanding of end user hardware Strong knowledge of client based applications Proficient with common network protocols (TCP/IP) for device connectivity issues Excellent communication skills (English & Local language) Excellent customer engagement and customer service skills Strong desire to help, share, and assist others Excellent analytical skills, Work Ethic and Problem-solving skills Basic Safety knowledge in order to assist users with ergonomic equipment Ability to lift heavy equipment s within stockroom Customer experience - CSAT focused with Customer is #1 Attitude Professional and courteous and Ability and patience to work in a high dense client environment Flexible for travelling to remote sites/Colocations Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage