Role & Responsbility:-
-This position assists HCL with technical support of desktop computers, applications, and
related technologies. 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 Client End‐Users and their
networked computers and peripherals
(b) Interface with multiple levels of end users, management, VIPs and technical
staff

Duties include:
• Dedicated and Dispatch engineer roles may vary for on‐site requirements but not
in skill sets and ability.
• Accurately testing, identifying, repairing, resolving, and documenting end user
technical issues regarding basic network/desktop/laptop support, Printers,
PDAs, SmartPhones, and LAN cable drops
• Swap‐Out and, troubleshoot software issues; Reimaging computers/hard drives
• IMACD function including installation and decommission
• Backing up and restoring user data where requested by HCL. Supplier shall not
be liable for the data loss. Supplier is NOT responsible for the condition of the
data transferred/recovered before or after diagnostics and repair.
• Assist Service Desk/Remote Desktop Support teams for hands and feet
coordination efforts
• Assist on Incident and Problem Management activities
• Taking ownership of issues through to resolution on all appropriate requests
• 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 information
• Move equipment associated with escalated help desk Incidents and Service
Requests
• Performing asset inventory activities where requested by HCL. The Supplier is not
responsible for maintaining an up to date asset inventory. Recommend and/or
perform upgrades on systems to ensure longevity
• Work with procurement staff to purchase hardware and software
• Maintain spare parts/ inventory list on a monthly basis and coordinate for any
disposal requisites
• Provide support, setup, test, training, logistics and maintenance of all required
• Adhere to ticket response and resolution SLA’s as agreed upon.
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic
understanding of fixing Wireless LAN, Ethernet desktop configuration issues

Advantageous Skills for support at sites would be:
Expected Engineer capability/Experience:
• At least 3 years of experience in the field or in a related area required
• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc.)
• Strong Microsoft Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and
Handhelds
• Broad experience of IT with good understanding of Networks, Servers and
Telecoms
• Strong Client service skills
• Ability to provide consistent, excellent Client support to entire staff, representing
a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self‐motivating
• Basic Background security check required
• Experience including remote control of PCs and video conferencing knowledge