Field Support Technician

Job Description

Responsibilities

• Provide deskside and remote support for Windows and Apple laptops / desktops.
• General end user support in filed support.
• Troubleshoot and resolve issues related to Office 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Windows / macOS, Office 365, mobile, remote tools, field devices
• Device management - Imaging ruggedized devices, Intune, Autopilot
• Perform device imaging, deployment, and post-deployment troubleshooting.
• Tools & Technologies - Office 365, ServiceNow, Intune, Netmotion VPN, DameWare, MSRA, GIS, GPS, Monitoring Tools, SOPs, Agile Tools
• Support mobile device setup and troubleshooting (iOS / Android).
• Diagnose and resolve hardware and software conflicts.
• Manage tickets in ServiceNow (or similar ITSM tool) : classification, assignment, tracking, and closure.
• Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
• Ensure hardware assignments are accurate and recorded in the asset management system.
• Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows / outflows.
• Support IT tools enabling field employee safety, productivity, and enablement.
• Provide seamless technology support to minimize operational disruptions.
• Deliver proactive monitoring and resolution of field technology issues.
• First-call resolution target : 0–15 minutes.
• Successful deployment and adoption of hardware / software solutions.
• Positive feedback from field users and operational teams.
• Participate in rotational on-call support (including nights / weekends).

Knowledge, Skills, Abilities

Requirements

Support Hours :

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.