Job Description
Role :- Field Support Services – Technician
Location :- Herdon, VA (onsite)
Job Description:-
- HCLTech Vehicle Management
- Fully responsible for the Safety and Maintenance of HCLTech issued VAN in adhering to HCLTech’ s policy and process
- Fully responsible for the safety of End Customer IT Devices assigned to you to support users/stores
- Load End customer approved IT Devices in your HCLTech issued VAN and keep them safe
- Park HCLTech issued VAN in your Home in adhering to Local County/State Government rules and Guidelines
- Drive HCLTech provided VAN to work and keep it safe along with
- Constantly report to your Manager about the Vehicle Condition and get it repaired at designated locations directed by HCLTech
- Install, configure, and maintain Devices at stores and other sites
- Perform onsite Device maintenance, updates, or configuration changes
- Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose)
- Provide technical support and setup during special events such as grocery store openings
- Provide onsite technical assistance for Devices in adherence to HCLTech agreed Service Levels (SLAs)
- Perform grand opening standby support
- Perform security sweeps, including validating the following items are compliant, and remediating as needed:
- All EFT PinPads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices.
- All EFT PinPads have privacy shields. If devices are missing please notify store manager to place order via Bunzl.
- All 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.
- All Customer Facing PC USB Ports are secured with port blockers.
- All Open/Unlocked Kiosks are secured with port blockers.
- Validate that the EFT lock key is in the lock and secured to lanyard
- Travel to Brand Sites/sites to restore functionality of failed Device including below, but not limited to, the following:
- Troubleshooting to repair or replace
- Exchange
- Reconfigure
- Ship parts to and from the Location
- Perform remedial Support activities for Devices, when required. Such remedial Support activities include:
- Return the defective Device as to Normal Operations according to OEM standards or per instructions
- Perform remote diagnostics with the Supported User
- Provide all necessary labor to repair or Restore Device to Normal Operations
- provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for Devices
- Conduct Parts & Sparing validation, including end-user profile updates, Device Parts & Sparing Tag check, model and serial number check, Location, etc.
- 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
- Provide service personnel who are fully trained in direct Support of their product on the Devices they Support
- Update the CMDB and AMS with the correct Device, logistics, and warranty information
- Report to all deviations from the Device Management System and from Policies that are discovered during Incidents via a jointly developed communications process
- Report to any non-standard hardware or Software discovered
- Conduct ongoing analysis of Device Maintenance and call history to track service trends
- Conduct monthly Device performance reviews and trend analysis
- Manage and act as single point of contact for Service Provider Agents, Device warranty providers, and other Third Party Providers identified by
- Provide advanced notification to management of required OEM Device Upgrades or replacements
- Provide shared users orientation on prevention of same Problem, when applicable
- Validate Device Management fields including end-user profile updates, Device Tag, make, model, serial number, Location, etc., and update if necessary
- Report to all deviations from the CMDB and AMS and from Policies that are discovered during the on- Location Support
- Cabling Standards – Perform cabling and inside wiring work in adherence to cabling standards, that shall be provided to you by HCLTech from time to time
- Break-Fix Maintenance Field Service Responsibilities. In the event that your are notified of a fault, you shall:
- Provide in person, on-site support for completion of a repair
- Follow protocol for entering the applicable site for support, which may include providing credentials including Incident number and authorizations
- Repair/replace faulty Devices
- Replace Devices (or parts thereof) with the same Devices configuration as the part or piece of Devices that is to be replaced
- Replace defective parts according to the applicable OEM’s recommendations
- Reload or update the appropriate Devices software such as Operating System (OS) and configurations as necessary to make Devices available for remote configuration
- Label any device according to requirements regarding information to be captured on the label
- Affix an Device tag to the replaced Devices when provided to Service Provider’s engineer by
- Support documentation and documented repair closure activities as defined in the Process and Procedures Manual
- After 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.
- After 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.
- On-call Support & Overtime support
- Provide on-call support as per HCLTech Leaders in adhering to HCLTech Policy and Procedures
- Perform Overtime support only with Preapproval by your Manager
- Record and Report your Overtime and On-call support details to your Manager accurately
- Team Coordination and Collaboration as Backup Technician
- Act as a backup technician to other Tech I/Tech II in your area/region and follow the direction of HCLTech Leader
- 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
- Perform any additional tasks assigned by HclTech.