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SENIOR SPECIALIST Job in Cleveland, Ohio US

SENIOR SPECIALIST

HCL AMERICA INC. - Cleveland, OH

Posted: 9/20/2021 - Expires: 12/19/2021

Job ID: 231892854

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Job Description

SENIOR SPECIALIST
 
 

Ohio

4.5-8 Years

USA

SR Number

HCLI/HCLI/2021/1612794

Job Description (Posting).

FIELD SERVICES TECHNICIAN L2: JOB DESCRIPTION

General Description:

As a member of end user support team, FS Onsite Service Engineers are primarily focused on customer experience to ensure all interactions result in a positive outcome-based service.
Deliver a service that exceeds customer expectations. Listen and understand the issue at hand.  Communicate with customers, colleagues and management using positive and clear concise language.  Ensure all commitments are agreed and adhered to with appointments and regular updates provided.  Deliver an excellent customer experience through strong understanding of the client site, environment, technology and culture.  As the main interface to the customer, the roles require ownership, leadership and liaison with key contacts in other resolver groups to ensure action is taken to resolve any issues.
Performs timely resolution of workstations, mobile hardware and software problems within SLAs through effective use of experience, knowledge and technical resources.  Self-motivated and able to act with limited support and supervision.
Follows all support processes and use of IT systems when required and document all actions and activities performed.  Conforms to key IT processes such as change control and asset management. Flexible for travelling to other sites for support on demand.
Ability to coach and monitor/support team of technicians and driving service improvement strategies in co-ordination with other support teams and Client stakeholders.

Minimum experience - 6 - 8 years of technical experience in Desktop and Technical Support, Service Delivery including 2-3 years of experience in Medical Care/Hospital FS/IT Management.

Desired Qualifications: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience. A Technical Certification (Microsoft/HP/Dell) and ITIL Certification would be an added advantage on this role.

Has proficient experience to fulfill the role and demonstrate the attributes listed in the following tables.

Software:
Criteria:

Attributes:
CategorySkill Set
Operating SystemsWindows 7 Knowing the basic usage of this OS
In-Depth understanding of troubleshooting this OS
Windows 10Knowing the basic usage of this OS
In-Depth understanding of troubleshooting this OS
ApplicationsWeb browsersUsage of varied brands of browsers
Able to configure and diagnose issues within browsers
Microsoft Office (2010\\2016\\O365)Usage of the different suites
How to troubleshoot\\install\\configure
OneDrive (OD4B)Knowing the basic usage of the application
Able to configure and diagnose issues
Microsoft TeamsKnowing the basic usage of the application
Able to configure and diagnose issues
Skype\\Lync (2013\\2016)Knowing the basic usage of the application
Able to configure and diagnose issues
SharePointKnowing the basic usage of the application
Service NowKnowing the basic usage of the application
SCCMKnowing the basic usage of the application
Remote Support ToolBomgar/LogMeInKnowing the basic usage of the application
Administration ToolsActive Directory ToolsIn-Depth understanding of this toolset
Security SoftwareBitLocker (MBAM)Basic product understanding
Ability to troubleshoot and support
zScalerBasic product understanding
Ability to troubleshoot and support
Windows DefenderBasic product understanding
Ability to troubleshoot and support
McAfeeBasic product understanding
Ability to troubleshoot and support

Hardware:
Criteria:
Attributes:
CategorySkill Set
Hardware SupportLaptops and DesktopsCore understanding of Systems and Installations
How to configure and troubleshoot the hardware
MonitorsBasic product understanding
Docking Stations\\Port ReplicatorsBasic product understanding
Pri

Qualification

B Tech

No. of Positions

1

Skill (Primary)

DWP-FSS-Desk Side Services

Employee Group

Business Line FT

City

Cuyahoga

Entity

INFRA

Auto req ID

930038BR

HCL America, Inc. is proud to be an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
Bachelor's degree
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
59696177
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
N/A