Technical Support Engineer

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Candidate should have Valid authorization to work in UK

ROLE SUMMARY

Desktop Engineer L2 is responsible for providing advanced end-user computing support, including troubleshooting and resolving hardware, software, operating system, and peripheral issues. The role manages device deployments, PC refreshes, asset inventory, and VIP support while ensuring accurate ticket management through ServiceNow. The engineer collaborates with cross-functional teams, maintains IT assets, and delivers high-quality customer service to ensure seamless business operations.

KEY RESPONSIBILITIES

• Proven work experience as a Desktop Support Engineer or Field services Technical Support Engineer
• To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers, such as new monitors, docking stations, or keyboards. May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 10/11) and across a range of software applications on the client machine (Office 365 applications and Teams, etc.).
• Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement. Wipe drives with proper tool before disposal.
• Addressing users tickets regarding hardware, software and networking
• Stock room and inventory management
• Direct unresolved issues to the next level of support
• Help create technical documentation and manuals
• Hands-on experience with Windows 10, 11 operating systems
• Provide technical assistance and support for incoming queries and issues related to desktop support, mobile device management and VIP support.
• Must accurately record, update and document requests using the SNOW ITSM tool
• Professionalism when resolving service delivery and client issues in a timely manner
• Determine the best solution based on the issue and details provided by customers
• Identifying and escalating business and technical challenges as appropriate and in a timely manner
• Communicating with other engineers, clients, and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are kept up to date at all time.
• Attending and participating in regularly scheduled team meetings, development training, and other meetings as needed.
• Installing Printers & L1 troubleshooting of Printers.
• A supportive, diverse and global team with a brilliant culture.
• 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
• For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.