Job Description
L2 Desk side support Responsibilities Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineers Use diagnostic tools to troubleshoot problems associated with network Connectivity, and workstation hardware/software 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 Windows / MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using iPlanet and O365 Windows / Mac LAN / WAN connectivity troubleshooting Ready and assist with video conferencing equipment Networking – Troubleshoot, cross-connects, monitor port utilization, Wireless AP swap-out, Switch Install/Swap-out Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible. Ability to maintain composure with challenging customers Cell support – tech setup/troubleshooting of cell phones (non mgmt. included) Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini) 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@hcltech.com for investigation. A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and 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); and 10 paid holidays per year.