HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 65 customers in 25 different languages and are present in Krakow and Wroclaw.
HCL Technologies helps global enterprises reimagine their businesses for the digital age. Through innovative technology solutions built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, we solve complex business problems for our clients. We are a ‘next-generation’ technology firm, driven by a unique Mode 1-2-3 strategy that not only acts as our roadmap for the future, but also a powerful model for any enterprise looking to thrive in this age of disruption.
HCL operates out of 45 countries with over 149,000+ ideapreneurs from 140 nationalities and has consolidated revenues of USD 9.7 billion, for 12 Months ended 31st Dec 2019.
Purpose of Role
Delivering high quality technical service, promote values in technology and provide effective services to the Business.
This position assists customers, end users at onsite or remote locations and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment.
Primary Responsibilities:
- Local and Remote support of end user devices including, but not limited to: troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless),
- PDA and Smartphone support, printer (MFD) support and peripheral management.
- Performing end user device imaging, deployment, installation and collection; along with the moving of any equipment from one location to another, while adhering to customer standards.
- Performing end user software installation, configuration, procurement, support, and troubleshooting on end user devices.
- Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, HP Service Manager, or Peregrine Service.
- As onsite ‘Smart Hands’ support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed.
- Assisting with Hardware/Software asset inventory Management, including hardware disposals.
- Support In-country/site PBX networks and PSTN interfaces.
- Assisting with special projects.
- Performing other duties as assigned.
Core competencies, knowledge and experience:
- At least 3 years hands on experience in Field Support Services.
- Strong customer service skills
- Strong written and verbal communication skills (Polish & English)
- Must be detail oriented and self-motivating
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Clients: Windows 10, Windows7, Windows XP, IOS
- Servers: Windows 2003, Windows 2008, Windows 2013
- Dell OEM Certified Technician for ordering parts through OEM and parts replacement
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Strong Microsoft operating System installation and troubleshooting skills
- Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
- Basic knowledge to support Mac and iOS devices
- Knowledge to support Multifunctional Devices, Smartphones, PDA’s, iPhone’s, iPad’s & BYOD
- Experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
- Ability to successfully pass a background security check
- Experience including remote control of PCs and video conferencing knowledge
- Rotational On-call for executive support
Technical / professional qualifications:
- High school degree or GED required. Bachelor’s degree preferred.
- Microsoft certifications
