Desktop Support Technician

Role :- Field Support Services – Technician

Location :- Savannah, GA(onsite)

oFully responsible for the Safety and Maintenance of s policy and process

oFully responsible for the safety of End Customer IT Devices assigned to you to support users/stores

oLoad End customer approved IT Devices in your issued VAN and keep them safe

o issued VAN in your Home in adhering to Local County/State Government rules and Guidelines

oDrive HCLTech provided VAN to work and keep it safe along with

oConstantly report to your Manager about the Vehicle Condition and get it repaired at designated locations directed

vInstall, configure, and maintain Devices at stores and other sites

vPerform onsite Device maintenance, updates, or configuration changes

vPerform single and bulk IMACDs (Install, Move, Add, Change, Dispose)

vProvide technical support and setup during special events such as grocery store openings

vProvide onsite technical assistance for Devices in adherence to HCLTech agreed Service Levels (SLAs)

vPerform grand opening standby support

vPerform security sweeps, including validating the following items are compliant, and remediating as needed:

oAll EFT PinPads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices.

oAll EFT PinPads have privacy shields. If devices are missing please notify store manager to place order via Bunzl.

oAll Ethernet Ports in common areas are secured with port blockers; Common areas include customer facing areas and open associate areas such as Deli, Produce, Bakery, Meat, etc.

oAll Customer Facing PC USB Ports are secured with port blockers.

oAll Open/Unlocked Kiosks are secured with port blockers.

oValidate that the EFT lock key is in the lock and secured to lanyard

vTravel to Brand Sites/sites to restore functionality of failed Device including below, but not limited to, the following:

oTroubleshooting to repair or replace

oExchange

oReconfigure

oShip parts to and from the Location

vPerform remedial Support activities for Devices, when required. Such remedial Support activities include:

v Return the defective Device as to Normal Operations according to OEM standards or per instructions

v Perform remote diagnostics with the Supported User

v Provide all necessary labor to repair or Restore Device to Normal Operations

v provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for Devices

v Conduct Parts & Sparing validation, including end-user profile updates, Device Parts & Sparing Tag check, model and serial number check, Location, etc.

v Advise the Supported User, before a Device Maintenance request is complete, of the status of work being performed and provide future avoidance or Maintenance tips to prevent additional Problems

v Provide service personnel who are fully trained in direct Support of their product on the Devices they Support

v Update the CMDB and AMS with the correct Device, logistics, and warranty information

v Report to all deviations from the Device Management System and from Policies that are discovered during Incidents via a jointly developed communications process

v Report to any non-standard hardware or Software discovered

v Conduct ongoing analysis of Device Maintenance and call history to track service trends

v Conduct monthly Device performance reviews and trend analysis

v Manage and act as single point of contact for Service Provider Agents, Device warranty providers, and other Third Party Providers identified by

v Provide advanced notification to management of required OEM Device Upgrades or replacements

v Provide shared users orientation on prevention of same Problem, when applicable

v Validate Device Management fields including end-user profile updates, Device Tag, make, model, serial number, Location, etc., and update if necessary

v Report to all deviations from the CMDB and AMS and from Policies that are discovered during the on- Location Support

vCabling Standards – Perform cabling and inside wiring work in adherence to cabling standards, that shall be provided to you by HCLTech from time to time

vBreak-Fix Maintenance Field Service Responsibilities. In the event that your are notified of a fault, you shall:

oProvide in person, on-site support for completion of a repair

oFollow protocol for entering the applicable site for support, which may include providing credentials including Incident number and authorizations

oRepair/replace faulty Devices

oReplace Devices (or parts thereof) with the same Devices configuration as the part or piece of Devices that is to be replaced

oReplace defective parts according to the applicable OEM’s recommendations

oReload or update the appropriate Devices software such as Operating System (OS) and configurations as necessary to make Devices available for remote configuration

oLabel any device according to requirements regarding information to be captured on the label

oAffix an Device tag to the replaced Devices when provided to Service Provider’s engineer by

oSupport documentation and documented repair closure activities as defined in the Process and Procedures Manual

oAfter completing the repair/replacement and testing, remove any refuse such as boxes and wires and leave the communications room or work area as he/she found it. Als, you shall put the refuse in an designated site.

oAfter the completion of the repair/replacement and testing, you shall complete the return merchandise authorization (“RMA”) process, including returning the defective item of Devices to the OEM or other vendor as applicable.

vOn-call Support & Overtime support

oProvide on-call support as per HCLTech Leaders in adhering to HCLTech Policy and Procedures

oPerform Overtime support only with Preapproval by your Manager

oRecord and Report your Overtime and On-call support details to your Manager accurately

v Team Coordination and Collaboration as Backup Technician

o Act as a backup technician to other Tech I/Tech II in your area/region and follow the direction of HCLTech Leader

v Refer the below attached documents to understand HCLTech’ s deliverables and SLAs for Field Support Services, you are responsible to deliver them under the supervision of one of more HCLTech Leader