Desk-side Engineer

HCLTech is a global technology company, home to more than 218,000 people across 59 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. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion. 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) Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, PDAs(Tablets), BlackBerrys, 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. Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives Deskside engineer would be performing proactive systems/ devices check regularly before manufacturing plant start IMACD function including installation and decommission Backing up and restoring user data, settings and associated systems administration activities 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 as needed Recommends and/or performs upgrades on systems to ensure longevity Works with procurement staff to purchase hardware and software Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites 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 Agreement Be available for On-call support on need basis & as business demands Adhere to ticket response and resolution SLA’s as agreed upon with the customer 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 required Technicians have to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Spanish, ) 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 skills MAC Operating System installation and troubleshooting skills Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds Broad experience of IT with basic understanding of Networks, Servers and Telecoms Strong Customer service skills Ability to provide consistent, excellent customer 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 Background security check required Experience including remote control of PCs and video conferencing knowledge Work Modality: Onsite mode. Monday - Friday 4:00 pm - 1:00 am (2nd shift) We offer: Life insurance. Major Medical Expenses Insurance Minor Medical Expense Insurance. Savings Fund Food vouchers 30 days’ Xmas bonus 12 days of vacation in the first year

Location: Sonora, MX

Posted Date: 4/30/2025