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End User IT Support Specialist in Houston, TX at HCL Technologies (Houston, TX)


As a member of the Site Services team the candidate will provide superior support with excellent customer service, technical expertise and timeliness. This position has constant contact with users, peers and managers primarily face to face for on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate may also provide hands-on support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

1.       General Core Competencies to be considered when hiring:

a.       Customer focused Customer is #1 Attitude

b.       Professional and courteous;

c.       Ability and patience to work in a high dense client environment

d.       Problem solving attitude

e.       Very good communication skills

f.       Personal accountability for results

g.       Detail oriented

h.       Strong analytical and troubleshooting skills

i.         High integrity

2.       Minimum of 2 years technical experience in providing quality services to the end userswhich includes:

a.       Possess strong communication skills;

b.       Have a collaborative and approachable manner that diagnoses and resolves issues/problems in a timely manner showing tenacity and awareness of the service impact to the customer being supported;

c.       Act as the primary interface to the Customer, to lead and liaise with key contacts in other resolver groups to ensure appropriate action is taken to resolve issues raised at the myIT bar;

d.       Be able to provide concierge services as required by local staffing rota. Concierge services include,

                                                              i.     providing friendly and professional meet and greet;

                                                            ii.     setting expectation with the customer ahead of possible allocation to a Bar agent if the triage issue looks to require a case;

                                                          iii.     managing the customers interaction during their entire experience at the bar. This kind of interaction benefits both the agent, in ensuring understanding of the requirement and gaining continuous business insight through the interaction and ensures the customer feels supported.

e.       Support all Customer EUC Devices, myIT bar BYOD and BYOD devices at the bar without prior cases or appointments.

f.       Provide information on customer products and services

g.       OS X Support (including but not limited to Windows 7, Windows 10 and Mac)

h.       Software installation/troubleshooting

i.         Mobile device support (iOS/iPhone/iPads) excluding warranty hardware repair

j.         Experience in Mobile Device Management and Mobile Application Management. ( iPhone and Android )

k.       provision of BYOD support, including:

                                                              i.     Lync/Skype installation;

                                                            ii.     providing wi-fi connectivity;

                                                          iii.     certificate installation (for Wi-Fi);

                                                          iv.     resolving performance issues e.g slow speed or out of memory;

                                                            v.     providing device connectivity; and

                                                          vi.     facilitating password changes

l.         act as the primary interface to the Customer, for leading and liaising with key contacts in other resolver groups to ensure appropriate action is taken to resolve issues raised at the myIT bar


1.       Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

2.       Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.

3.       Develops and provides technical coaching and mentoring to other desktop services staff and company associates.

4.       May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.

5.       Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

6.       Demonstrate initiative and act independently to resolve problems.

7.       Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation.

8.       Participate in team projects as requested.


·         Technical degree with 2 years of technical experience; or high school diploma/GED with 3 years of technical experience.

·         Minimal 1 years of experience in hardware, software and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment.

·         Must possess established customer service skills through 2 years of professional customer service experience.

·         Technical Certification in the similar field will be an added advantage

·         Ability to manage multiple priorities and follow through on projects to completion.

·         Ability to work with customers and achieve successful outcomes in handling difficult situations.

·         Proven ability to communicate effectively with a wide variety of customers by phone, in person or via e-mail.

·         Capability to work effectively as a team member, as well as independently on multiple work items.

by via developer jobs - Stack Overflow

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