• US Citizen

• Green Card

• EAD (OPT/CPT/GC/H4)

• H1B Work Permit

• Corp-Corp

• W2-Permanent

• W2-Contract

• Contract to Hire

• Consulting/Contract

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 6th Jan 2026

The Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels.

 

The Support Specialist IT will be involved mainly in:

·       Incident management, Request management,   Change management, Knowledge management and Access rights management

·       Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements.

·       Perform incident resolutions and request fulfilment and supports end users on a variety of issues

·       Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection

·       Service end-user requests at the IT Service Spot

Wanted profile:

·       Completes assignments without direct supervision and good team player

·       Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals

·       Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity

·       Experience with an enterprise level ticketing system - ServiceNow experience is a plus

Activities include (but not limited to)

·       Treatment of tickets and requests from end-users for all Deskside related support

·       Handling end-user hardware request including coordination of, and delivery and pick-up

·       Deploy/return/retire equipment (laptops, …) in IT Equipment

·       RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, …) with supplier

·       Handling mobile telephony related requests

·       Diagnosing and resolving issues at the IT Service Spot

·       Roll-out and coordination of the fleet replacement (laptop, desktop)

Responsibilities and Powers

•  Work within the guidelines and routines defined for the product or assignment

•  Work to ensure relevant KPI/PI’s goals for the team they are working with are met for the product or assignment

•  Provide the end user the support that is agreed upon

•  Provide information to end users in the event of operational disturbances

•  Act as action owner of the cases or orders they are assigned to

•  Determine and assign correct priority on created or received cases and act according to given instructions

•  Escalate cases to other support functions when necessary

•  Perform incident resolutions and request fulfilments

•  Contribute to the identification and escalation of problems in supported services and solutions

•  Contribute to knowledge management and the documentation of errors and known work arounds

•  Follow the requirements concerning Information Security described in HCL Policy

•  Utilize and contribute to the HCL Knowledge Management System

•  Support 2nd and 3rd line teams with problem identification and resolution as required

•  Act as dispatcher of incoming tasks

•  Ensure correct use of applicable security policies and raise security issues where discovered

•  Drive the identification and escalation of problems in supported services and solutions

•  Drive knowledge management and the documentation of errors and known work arounds

•  Contribute to discussions on methods to improve team efficiency and delivery quality

•  Drive methods to improve team efficiency and delivery quality

•  Participate in development of new operation techniques and contribute to designing solutions in support

•  Coordinate and secure specialized training for specific support tasks requiring unique knowledge

•  Collect measurement data (resolution time, work effort and others) as assigned by management