Desktop Support Technician

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.

Note: Candidate should have Valid authorization to work in Ireland.

Mid-level experienced end-user support technician with min. 5 years’ experience supporting users, ideally with experience working in the financial sector. Calm & balanced temperament is a must with an ability to work independently as well as within a team. Candidate must be able to prioritise concurrent tickets and confidence to support VIPs.

You’ll be the frontline expert solving user issues, managing escalations, and ensuring high availability of workplace technology. This role ensures tickets are resolved efficiently and user experience remains exceptional.

Reasonability:

• Resolve IT tickets related to applications, devices, access, and infrastructure.
• Escalate complex issues to L3 or engineering teams as needed.
• Document recurring fixes and contribute to the support knowledge base.
• Analyze support trends to recommend automation or process improvements.
• Provide incident response and root cause analysis when required.
• Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.
• Perform remote and on-site support using efficient troubleshooting methods.
• Test and deploy hardware/software for new setups, break-fix, and MAC tasks.
• Deliver white-glove customer service across all support channels.
• Proactively engage users to identify and resolve potential issues early.
• Follow up to ensure user satisfaction and issue resolution.
• Maintain and update internal and customer-facing documentation.
• Track and log issues thoroughly in the service management system.
• Identify recurring problems, propose solutions, and test new technologies.
• Lead end-user technology projects including migrations, deployments, and new tool rollouts.

Requirements:

• 3+ years in IT support, preferably in enterprise environments (ideally in Finance industry)
• Strong understanding of networking, AD, O365, Zoom, and SaaS tooling
• Passion for improving user experience and supporting high standards
• Fully competent with supporting:
• Windows 10 & Windows Server 2012, 2016 onwards
• Active Directory
• Microsoft Exchange (EXCH & EXO)
• Microsoft Office Suite
• Microsoft 365 services
• Microsoft Endpoint Manager/Intune
• Basic experience with PowerShell (exchange online/Azure)
• Zoom
• Teams
• Experience supporting hardware such as Thin Clients, Laptops, iOS devices
• Desirable Optional Skills
• VMware Horizon/Omnissa Cloud
• box
• IGEL UMS
• Experience using Service Now (SNOW) ITSM

Benefits:

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 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.
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• For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.