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HCL America, Inc.: Desktop Support Specialist

HCL America, Inc.

This is a Full-time position in Quebec, QC posted April 6, 2021.

Job Title:Desktop Support (Need only local candidates who can speak their local language + English)Job Type: Full Time/Permanent Job Location: Quebec city, QCSalary range – CAD54K-CAD57K Desk-side Engineer/Technician Role This position assists Customer with technical support of desktop computers, applications, and Plant related systems.

Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.

Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

(a) Desk side engineer for technical support for customers and their networked computers and peripherals(b) Interface with multiple levels of end users, management, VIPs and technical staff(c) First point of Escalation in case of any Priority 1 issues in Plant Duties include (but not limited too) 1.Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, PDAs(Tablets), Iphones, Mobile, and LAN cable drops, BYOD, I.P.

Phones & Audio video conference devices.

Hands & feet support for network and server equipment as well as any IT related projects.

2.Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives3.Deskside engineer would be performingproactive systems/ devices check regularly before manufacturing plant start 4.IMACD function including installation and decommission5.Backing up and restoring user data, settings and associated systems administration activities6.Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts7.Assist on Incident and Problem management activities8.Taking ownership of issues through to resolution on all appropriate requests 9.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 information10.Move equipment associated with escalated help desk incidents and service requests11.Performing asset inventory activities as needed12.Recommends and/or performs upgrades on systems to ensure longevity13.Works with procurement staff to purchase hardware and software14.Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites15.Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.

Incremental labour and incidental travel expenses shall be funded by HCL (e.G.

meals, travel, and lodging) in accordance with the Agreement16.Be available for On-call support on need basis & as business demands 17.Adhere to ticket response and resolution SLA’s as agreed upon with the customer 18.Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues Desired Experience:At least 3 years of experience in the field or in a related area requiredTechnicians have to be bilingual which Includes Mandatory English Speaking along with Local language (French)Technicians should have good knowledge on Hands and Feet Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)Strong Microsoft Operating System installation and troubleshooting skillsMAC Operating System installation and troubleshooting skills Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and HandheldsBroad experience of IT with basic understanding ofNetworks, Servers and TelecomsStrong Customer service skillsAbility to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levelsStrong written and verbal communication skillsMust be detail oriented and self-motivatingBackground security check requiredExperience including remote control of PCs and video conferencing knowledge