Hands and feet support Engineer

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in Egypt

Fluent in Arabic and English

Job Summary:

Provide Local IT Support (Hands and feet) in client end user computing environments consisting of end user devices, device installed software and access to remotely managed Application Systems across Customer end user profile types, including:

• Corporate office end users
• Remote/Home office end users
• Cement & Ready-Mix manufacturing facility end users
• Mobile end users
• VIP end users

Principal Responsibilities:

• Provide Level 2 Support (for Service Request fulfillment and Incident Resolution of Supported Hardware and Supported Software and applications) as per language requirement in the country and local IT environments
• Provide Level 2 support at Client sites by following Client’s Health & Safety protocols (zero tolerance)
• End user and conference room configuration and Level 2 support of current and future collaboration, communication and productivity systems
• Support for self-service software deployment and enrolment and basic tasks (e.g., password changes, software installation)
• Support for devices which require specialized management for patching and upgrade (e.g., Production devices in Cement and Ready-Mix manufacturing facilities, VIP User devices) Visit nearby Client’s sites as per requirement and provide Local IT support
• Perform software and hardware IMACD support (Installs, Moves, Adds, Changes, Decommission) which incudes
• Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization;
• Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately;
• Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users;
• conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s);
• Coordinate any physical space requirements as determined during the Site survey review;
• Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC;
• Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.
• Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures;
• Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location;
• Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT
• Cancel Network Transport Services that are no longer required after completing the IMACD
• Perform Hardware disposal (Hard disk Drive disposal) support in Client sites as per Client policy/SOP documents
• Provide Local IT support in Client sites where Data Center and Server rooms are located, engage vendor and complete IT asset disposal support as per client’s guidelines
• The technicians will also visit Cluster sites associated with their primarily deployed sited as needed to provide regular IT support

Technical skill Requirements

• Demonstrate proficiency in supporting billing applications in Client’s environment such as MEC
• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment
• Hands on experience in Client environment with Imaging, reimaging Windows Operating system for Desktop, Laptops & hardware deployment
• IMACD & Asset Inventory experience
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
• Ability to use remote desktop connectivity applications
• Working knowledge of imaging utilities such as SCCM and Client inhouse Applications etc
• Delivery and setup of PC equipment to end-users.
• Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
• Ability to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhone)
• Demonstrated proficiency in Microsoft OS and Microsoft application.
• Demonstrated proficiency for installation of desktop software and troubleshoot
• Working knowledge of Microsoft Active Directory and GPO
• Strong customer service and Strong troubleshooting skills in Client environment.
• Significant, demonstrated experience with current Microsoft Windows operating systems in Client o Messaging : MS Teams, Lotus Notes, Skype for Business o Mobility Management : intune, Mass360
• Advanced level skills in the Office 365 tools - Word, Excel, PowerPoint, Outlook configuration issues with Exchange
• Functionally capable with Apple OS X
• Advanced troubleshooting skills with hard drive encryption software
• Strong client-side remote access troubleshooting skills
• Demonstrate strong skills supporting printers in an enterprise environment
• Advanced knowledge of Client tools – Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM), Mobility tools (intune, Mass360)
• Strong proficiency in creating and referencing documentation and knowledge articles using Client’s tools
• Strong software installation and support skills
• Disciplined, systematic problem solving skills required

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE (Including MS Project and Visio)

- Should have a great customer handling skills

- Able to handle unforeseen situations

- High level of acceptance

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 21 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.

To know more about us visit – www.hcltech.com