IT Support Engineer

Job Description

Key Responsibilities

• Duties include:
• Dedicated and Dispatch engineer roles may vary for on‐site requirements but not in skill sets and ability.

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, SmartPhones, and LAN cable drops

• Swap‐Out and, troubleshoot software issues; Reimaging computers/hard drives
• IMACD function including installation and decommission
  Backing up and restoring user data where requested by HCL. Supplier shall not
• be liable for the data loss. Supplier is NOT responsible for the condition of the
• data transferred/recovered before or after diagnostics and repair.
• Assist Service Desk/Remote Desktop Support teams for hands and feet
• coordination efforts
• Assist on Incident and Problem Management activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests (Incidents) and Service
• Requests by utilizing ticketing system to track tickets and provide up‐to‐date
• status and information
• Move equipment associated with escalated help desk Incidents and Service
• Requests
• Performing asset inventory activities where requested by HCL. The Supplier is not
• responsible for maintaining an up to date asset inventory. Recommend and/or
• perform upgrades on systems to ensure longevity
• Work with procurement staff to purchase hardware and software
• Maintain spare parts/ inventory list on a monthly basis and coordinate for any
• disposal requisites
• Provide support, setup, test, training, logistics and maintenance of all required
• Adhere to ticket response and resolution SLA’s as agreed upon.
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic
• understanding of fixing Wireless LAN, Ethernet desktop configuration issues

Skill & Experience

• Advantageous Skills for support at sites would be:
• Expected Engineer capability/Experience:
• At least 3 years of experience in the field or in a related area required
• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc.)
• Strong Microsoft Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and
• Handhelds
• Broad experience of IT with good understanding of Networks, Servers and
• Telecoms
• Strong Client service skills
• Ability to provide consistent, excellent Client support to entire staff, representing
• a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self‐motivating
• Basic Background security check required
• Experience including remote control of PCs and video conferencing knowledge