* Job Title: Desktop Support Engineer (On-Site)
* Duration: One Year
* Site Address: 20, Avenue Fleming, 1300 Wavre, Belgium
* Language: Must be fluent in French and English
* DOJ: Immediate
* Type of Contract: Freelance
Responsibilities:
1. Experienced in Desktop and Laptop troubleshooting
2. Installation, configuration, and OS troubleshooting
3. Asset Management and application support
4. Knowledge of iPhone configuration
5. Basic network troubleshooting
6. Exposure to ticketing tools, such as ServiceNow
7. Understanding of ticketing processes for incident/service requests
8. Understanding of SLA and meeting targets
9. Service desk processes for logging tickets and allocation
10. Asset/inventory record processes and system & peripherals movements
11. Coordinate with vendors/principles
12. Client management and user response (email/verbal)
13. Manage SLAs for respective sites
14. Hands-on experience with ticketing applications
15. Hardware asset management
16. Working on incidents and requests, troubleshooting hardware and software issues
17. Installation and configuration of operating systems, applications, and software/driver updates
18. Remote assistance in PC setup, upgrades, and troubleshooting
19. Hands-on experience with Microsoft Excel
20. Prepare/update reports for processed tickets, inventory, and asset movement
21. Keep required documents handy and updated
22. Escort third-party engineers on-site
23. Smart hand requests and hands-and-feet support for network/printer/firewall activities
24. Packing and unboxing laptops
25. Quality Assurance Testing of laptops
26. Move equipment between Hub/tech Hub, Goods in and Loading Bay
27. Dispose of equipment
28. Liaise with site facilities for maintenance of the Hub/tech Hub area
29. Conduct monthly/weekly inventory audits
30. Place hardware/accessories orders and manage threshold stock
31. Handle customer service support
32. Deskside support calls
33. Receive equipment from clients and update stockroom
34. Manage stockroom
35. Experience in Manufacturing & Production line support from IT perspective
36. Infrastructure coordination and small data center exposure
37. Server rack/unrack and POC with central team
38. Factory support and manufacturing device support
Soft Skills:
1. Excellent communication and conversational skills
2. Great customer handling skills
3. Able to handle unforeseen situations
4. Can drive HCL’s values and methodology
Other Skills / Experience:
Ability to work flexible hours to cover urgent issues that may occur on-site.
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