Technical Specialist - HCL Technologies : Job Details

Job Description (Posting). IT Site Support Specialist who will manage technical support services to all employees in supported offices. This is a hands-on role where the resource will provide both remote and desktop support as well as assist with projects like storage implementation, server and network upgrades and mobile computing reviews. The IT Site Support Specialist will be responsible for: Providing technical expertise and end-user support in the areas of Mac OS, Microsoft Windows platform (Windows 10), Microsoft Office 365, off-the-shelf applications, Remote Connectivity Platform, network/local HP & Canon printers via desk side, phone support or remote support Tenacious logging of tickets and timely resolution of first-line issues, or escalation to other support teams Providing desktop/laptop break/fix/maintenance support Providing support to growing mobility platform (iOS, Android and windows-based platform) Technology onboarding deployment and offboarding asset recovery PC and Laptop buildREQUIREMENTS:The ideal IT Site Support Specialist will have demonstrated prior IT experience preferable within the professional services industry, excellent communications skills and an aptitude for problem solving. We are looking for someone with: Ability to prioritize issues on a case-by-case basis Excellent customer service skills Experience working in an ITIL based Service Desk Extensive knowledge and experience with Windows based technologies Hardware platforms including HP laptops & Cisco phones. Microsoft technologies such as Active Directory, SCCM and Exchange Outstanding troubleshooting skills in WAN/LAN/Desktop situations Excellent written and verbal communication skills that help represent diverse communities (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases