Deskside Services

Responsibilities :
- Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
- Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
- Receive, stock, ship/install hardware (computers and peripherals) from their site to users at their site or stationed remotely.
- Ensuring AMDB/CMDB accuracy is maintained based on device status for the site(s).
- Smart hands support for infrastructure devices.
- Troubleshooting network connectivity issues following instruction and guidance from L2/L3 teams.
- Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
- Coordinates with respective IT OEM vendors in case of hardware related issues on computers.
- Create documentation for processes and procedures of day-to-day work. Creating KB articles.
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc.




- Adhering to SLAs.
- ITIL Processes awareness and adhering to ITIL process workflow.
- Reporting to the HCL Track Lead / Team Lead.

Required Skills / Qualifications:
- Minimum 5yrs
hands on dedicated experience as deskside/Onsite support/local IT engineer
- Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
- Strong experience in troubleshooting Office suite, MS office, O365 (Outlook, Word, Excel, PowerPoint etc).
- Strong desktop support knowledge including hardware, software, and networking concepts
- Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.
- Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
- Knowledge of windows Image build process and SCCM deployments, Autopilot and InTune.
- Understanding of concept of Active Directory, Azure AD, Exchange Mailboxes, Distribution li

📌 Deskside Services (Ricardo Rojas)
🏢 Hcltech
📍 Ricardo Rojas