Direct message the job poster from HCLTech - Australia and New ZealandWe are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.Are you ready to be an important part of this ever-transformational journey?Job type: Permanent, Fixed term contractYears of Experience: 5 to 7 yearsJob Description –Deskside / Desktop / End User Computer support in a corporate environmentTroubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support.Support Mac OS, Windows OS, Microsoft Office 365, Smart Phones, AV Conferencing Systems, Printers and PC hardwareAbility to categorize and prioritize end user support requests and service requests by utilizing Service Now ticketing system to track tickets and provide up-to-date status and information.Ability to research and follow appropriate KB articles.Strong Microsoft Office 365 skills (Outlook, Word, and Excel, PowerPoint)Maintain system configurations and KB documentation; providing updates to articles as needed.IMAC Support - IT equipment Install/Move/Add/Change/DecommissionSmart Hands support with networking, server, and telecommunications technologies.Printer and peripheral device supportPhysical Inventory management of IT assets including asset auditing.Provide Executive VIP support as needed.Support additional corporate and retail locations as needed.Reimaging computers/hard drives in accordance with customer standardsTaking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.Train and orient staff on use of hardware and software.Performs other duties as assigned.Additional Job Description –Bachelor’s degree from an accredited higher-education institution and/or seven years relevant experience.Strong knowledge and experience with Windows and Mac OS X operating systemsUnderstanding of network, systems and configurationsITIL foundation CertificationA+ certification plus one, preferably two, of the following certifications:N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT);Must be a team player, possess strong communication skill, and possess a strong customer-centered philosophy.At least 3 years of experience in desktop support and or field services roleDell Certified Technician for ordering parts through OEM and parts replacementStrong Apple ISO and mobile device supportBroad understanding of Mac OS Management tools especially JAMF Product SuiteExperience in operating system deployment (SCCM and macOS 10.15 or later)Need to work from office all 5 days a week with couple of exceptions.Key Responsibilities –Deskside/End User Support:Provide technical support for desktop computers, applications, and related technologies.Support Mac OS, Windows OS, Microsoft Office 365, smart phones, AV conferencing systems, printers, and PC hardware.Troubleshoot and resolve software issues; install, configure, and reinstall software including remote support.Service Management:Categorize and prioritize end-user support requests and service requests.Utilize ServiceNow ticketing system to track tickets and provide status updates.Follow and update Knowledge Base (KB) articles for issue resolution.Hardware and Peripheral Support:Support the installation, move, addition, change, and decommission of IT equipment (IMAC support).Provide support for printers and peripheral devices.Reimage computers/hard drives according to customer standards.Network and Telecom Support:Provide “Smart Hands” support for networking, server, and telecommunications technologies.Maintain system configurations and KB documentation.Inventory and Asset Management:Manage the physical inventory of IT assets including asset auditing.Executive and VIP Support:Provide technical support for executives and VIPs as needed.Support additional corporate and retail locations as required.Training and Documentation:Train and orient staff on the use of hardware and software.Maintain accurate and thorough documentation.Customer Service:Take ownership of issues from end-to-end to reach a resolution.Provide consistent and excellent customer support to all staff levels.Maintain a positive attitude and high level of professionalism even under stress.Collaboration and Communication:Collaborate with subject matter experts for complex problem resolution.Communicate effectively with end users, managers, and local technical staff.Additional Duties:Perform other duties as assigned.Handle challenging rapid-response user support.Balance, prioritize, and organize multiple tasks efficiently.Provide Meeting room Support as an when needed.Why UsWe are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees.Our company is extremely diverse with 165 nationalities represented.We offer the opportunity to work with colleagues across the globe.We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.We offer comprehensive benefits for all employees.We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.Equality & Opportunity for AllRepresenting 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.Candidate Data Privacy NoticeWe are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data. By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice.Seniority levelAssociateEmployment typeFull-timeJob functionInformation TechnologyIT Services and IT Consulting
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