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Specialist

Company: HCL America Inc.
Location: Beaumont
Posted on: March 28, 2020

Job Description:

"Background IT Solution Center (ITSC) is a face to face service provided to IT users which offers IT education and support in an open, collaborative and accessible environment. IT Solution Center staff members also provide guidance and hands-on assistance with IT problems, as well as information about new IT services. No appointments are necessary. Drop by at the convenience of users for information and support, including ConsultingDemonstrations Get hands-on experience with new technology and learn how to apply technology to solve your business challenges. Education Learn how to use existing technology and improve your productivity with personalized support, expert advice and small group training. Providing Solutions Enable users to work more efficiently and effectively with IT solutions. Communication Get timely information about EMIT activities and innovations, and guidance on where to find the best sources of help, information and support. ITSC also offer hands-on assistance to solve a variety of IT issues, including Mobile device support Configuring and troubleshooting GME laptops Activating a new smart card Access administration and others. Description An IT Solution Center Technician, with a Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities Have a collaborative and approachable manner that diagnoses and resolves issuesproblems in a timely manner showing tenacity and awareness of the service impact to the customer being supported Act as the primary interface to customer, to lead and liaise with key contacts in other resolver groups to ensure appropriate action is taken to resolve the issues raised at ITSC Be able to provide concierge services as required by local staffing which includes, Providing friendly and professional meet and greet Setting expectation with customer ahead of possible allocation to ITSC agent if the issue looks to require a case Managing the customer s interaction during their entire experience at the ITSC. Support of all customer walking into ITSC for Issues with EUC Devices (GME Laptops), Peripherals, and BYOD devices Provide information on customer products and services Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac) Software installationtroubleshooting Mobile device support (iOSiPhoneiPads) excluding warranty hardware repair Experience in Mobile Device Management and Mobile Application Management Provision support for Skype installation, Wireless connectivity, resolving performance issues, providing device connectivity and facilitating smart cardpassword changes Provide value added 11 consultation for short how to and how do questions Work with Productivity Enablement Specialist for potential solution consults that arise from IT support offerings Escalate unsatisfied customers to OS Team Lead for resolution Escalate to SDO if required after L1 and L2 support options have been exhausted Manage stocks in the inventory and ensure they are readily available for deployment Manage the ticket queue and ensure they are resolved and closed within the defined service level maintenance. 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 (TCPIP) 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 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 Technical Certification (MicrosoftHPDell) in the similar field will be an added advantage" Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com

Keywords: HCL America Inc., Beaumont , Specialist, Other , Beaumont, Texas

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