HCLTech is a global technology company, spread across 60 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in Finland

Fluent in English and Finnish

Job Summary:

This position is responsible for all tactical aspects of delivering Regional Field IT Support services for Business Units within a Region, as it relates to supporting laboratory operations. These services include Tier-2 Field IT support,voice communications, data networking, desktop,LIS/BIS equipment, imaging systems, facility systems, security administration, and asset management.

Principle Responsibilities

Tasks and responsibilities

1. Provide end-user support for customers, including:

• Break-fix assistance for laptops, desktops, tablets, and associated hardware peripherals
• Support for operating systems, standard software, MS Office suite, and other business applications
• Assistance for imaging devices such as printers and MFDs (print/scan/copy/fax)
• Troubleshooting access issues related to smart cards, passwords, security, application configuration, and general inquiries
• Imaging and re-imaging end-user systems based on approved tickets
• End User Device Lifecycle Management in accordance with client policies and procedures
• Coordination with vendors for end-user support needs, such as warranty repair or replacement by hardware vendors

1. Accurate and timely logging of customer incidents and tasks to meet agreed service levels
2. Identity and access management for employees. Managing access requests for new employees and terminating access when employees leave.
3. Collaboration with Level 3 support groups and project teams for service delivery improvements, maintenance, and upgrades
4. Provision of Smart Hands and Eyes support for servers, network, and security devices at site locations per client guidelines
5. Maintenance of appropriate sparing requirements and inventory levels to satisfy performance standards for Desk Side Support Services
6. Adherence to established processes and policies in service delivery by augmented staff

Requirements

• Proven ability to install, configure, and manage Windows and MacOS computers, as well as Android and iOS mobile devices. Strong focus in the company on MacBooks and iPhones.
• Experience with server room equipment including racking and cabling
• Experience setting up, maintaining, and troubleshooting printers, scanners, and meeting room equipment.
• Hands-on experience with cloud platforms such as Azure and AWS.
• Strong problem-solving skills with an ability to follow issues through to resolution.
• Proactive, self-directed, and able to take ownership of tasks and meet SLA’s.
• Customer service mindset with a focus on security and user experience.
• Comfortable working in a fast-paced and constantly evolving environment.
• Excellent communication skills in English, both verbal and written; Finnish language skills are considered an advantage.
• Able to work onsite in Espoo, Monday to Friday during standard office hours.
• Able to effectively collaborate with remote support teams and external vendors across time zones.

• Desktop Support,LAN/WAN, Server Administration, Imaging Systems, Telecom,Instruments:
• Troubleshoot and resolveall Service Center tickets routed to your Assignment Group according to the established SLA.
• Perform IMAC's all systems as applicable
• Perform maintenance, patchesand updates to all systemsin a timely manner, according to SOPs
• Maintain up to date knowledgeand skills relatedto changing technology and services providedby Field IT Support
• Provide clear, regular submissions of Management Reportsand Metrics that document performance against SLA'svia standard productsincluding HP ServiceManager and Clarity.
• Contribute to team and Client's specific short, mid and long term goals

Asset Management:

• Assist in inventorymanagement, including acquisition and disposal of all IT relatedequipment according to policies
• Assist in coordination of asset disposal for client Workstation (QSW) machines and peripherals
• Ensure that the client's Information Technology Asset Management (ITAM) policies are enforced at the Business Unit

Other:

• Travel related to work
• Clean / valid driver'slicense required On Call Coverage as needed
• May perform other duties as assigned
• Time Management and Organizational skills
• Demonstrated proficiency in verbal and written communications skills
• Strong commitment to customer and employee satisfaction. Ability to work with customers, both internal and external

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. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

To know more about us visit – www.hcltech.com