Company Name: HCL
Payroll: TECEZE
Position Title: Junior IT Supporter / Standard IT Supporter (depending on experience)
Location: Bangalore (Work from Office)
Work Type: Full-time, Onsite (WFO)
- Experience: Junior IT Supporter: Degree completed + 23 years IT support experience.
- Standard IT Supporter: Degree completed + 36 years IT support experience.
Joining: Immediate joiner preferred (within 1 week)
Reports To:
- Solid line: Local Supplier Lead
- Dotted line: Regional Senior IT Operations Manager
Purpose of the Role
Responsible for delivering onsite IT support and services to users at the assigned site in Bangalore, ensuring smooth day-to-day IT operations and compliance with global IT standards. The role may also provide support to other sites within the country when required.
Key Responsibilities
Onsite IT Services & Support
- Handle all onsite IT support activities at the assigned site.
- Execute tickets, troubleshoot issues, and collaborate with service providers to resolve incidents within agreed timelines.
- Document services in IT tools (e.g., ServiceNow, KCS) and ensure user satisfaction.
- Provide walk-in and Genius Bar support.
IT Infrastructure Support
- Safeguard IT infrastructure service availability at the site.
- Collaborate with global IT infrastructure teams and SMEs to resolve local incidents.
Business Engagement
- Act as local IT representative with business users and management.
- Promote use of self-service tools and Service Desk.
- Provide IT support during site events and business meetings.
Onboarding & User Training
- Deliver IT equipment and setup for new joiners on Day 1.
- Conduct onboarding, IT tool training, and security awareness sessions.
- Support adoption of corporate services (O365, Teams, etc.).
IT Equipment & Asset Management
- Ensure employees are equipped with standard IT devices as per global guidelines.
- Maintain hardware/software inventory and collaborate with asset managers.
Project Support
- Assist in implementing global IT projects and new corporate systems.
- Work in Agile/Kanban setup and participate in stand-ups.
Qualifications
Education
- Degree in IT, Computer Science, or related field.
- ITIL Foundation certification (or willingness to obtain).
- KCS certification within 12 months (preferred).
Work Experience
- Junior IT Supporter: Degree completed + 23 years IT support experience.
- Standard IT Supporter: Degree completed + 36 years IT support experience.
- Experience in Microsoft/Windows 10, O365, iOS devices, and infrastructure.
- Familiarity with ServiceNow or other ITSM tools.
- Prior experience in international environments or 24/7 organizations is a plus.
- Agile/Kanban work experience desirable.
Skills & Competencies
- Strong troubleshooting and technical skills.
- Customer-centric and user-focused approach.
- Clear and professional communication.
- Team player with collaborative mindset.
- Ability to work independently and manage multiple priorities.
