Administrator (Support & Operations)

Job Summary

Responsibilities:

• As a IT Service Delivery Leader in Field Support Operations, you are responsible for below tasks

Managing IT Field Support Services Team:

• Assisting and Managing technicians in completion of tasks

• Shift Roster and Attendance management

• Leave Management

• On-call support & Over Time support

• Financial approval as per approved Policies and Process

• Ticket Auditing and Feedback for Team development

• Customer Survey follow-up

• Escalation Support

• Report generation using Microsoft & related tools

• Report preparation for Team Performance

• Prepare and Publish ‘Stack Ranking Report’ for team

• Report Presentation required stake holders

• Hardware & Spare Parts availability monitoring/tracking

• Interviewing for Open positions

• New Hire onboarding inclusive of Training and assessment

• Employee Offboarding in adherence to Policies and Process

• Conduct Team Meetings

• Training need identification

• Training team member on New/existing technology support

• Weights and Measure

Working with States for Weights and Measures:

• Manage Weight & Measure certifications for assigned Technicians

• Weights Certification for the team as per State requirement

• Document and manage/renew the Certification details for team

Key Responsibilities

Responsibilities:

• As a IT Service Delivery Leader in Field Support Operations, you are responsible for below tasks

Managing IT Field Support Services Team:

• Assisting and Managing technicians in completion of tasks

• Shift Roster and Attendance management

• Leave Management

• On-call support & Over Time support

• Financial approval as per approved Policies and Process

• Ticket Auditing and Feedback for Team development

• Customer Survey follow-up

• Escalation Support

• Report generation using Microsoft & related tools

• Report preparation for Team Performance

• Prepare and Publish ‘Stack Ranking Report’ for team

• Report Presentation required stake holders

• Hardware & Spare Parts availability monitoring/tracking

• Interviewing for Open positions

• New Hire onboarding inclusive of Training and assessment

• Employee Offboarding in adherence to Policies and Process

• Conduct Team Meetings

• Training need identification

• Training team member on New/existing technology support

• Weights and Measure

Working with States for Weights and Measures:

• Manage Weight & Measure certifications for assigned Technicians

• Weights Certification for the team as per State requirement

• Document and manage/renew the Certification details for team

Skill Requirements

• 5+ Years experience in IT Service Delivery /IT Field Support Leadership Role with a team size of 1+

• 10+ Years experience in Windows PC and Retail Stores related Hardware/Network Devices Support

• 3+ Years experience in Small/Medium Project management

• BS/BA in Information Technology, or an equivalent combination of education or experience

• Troubleshooting experience with various PCs, Network Devices and Retail Stores equipment/devices located in Retail Stores, Offices, Distribution Centers and Data Centers

• Ability to install , troubleshoot and assist team members for wide range of Devices applications in Retail Store environment

• Excellent customer service orientation and verbal communication skills

• Analytical thinking and Problem Solving ability

• Certifications

A+ Hardware (must)

• CCNA (preferred)

• ITIL (preferred)

• Microsoft Certification such as MCP, MCSE, MCTS, etc. (preferred)

• Tools

Service Now

• Microsoft Suite

• Windows OS

• Mac OS (preferred)

• MS Office O365

• 24x7 availability/flexibility to assist/lead Field Support Operations team

• Willing to travel to various customer location on need basis

Valid Driving License with Good Driving History:

Other Requirements

Perform any additional tasks assigned by Hcl Tech/RBS Management

• Manage HCLTech’ s IT Field Support Services team in one or multiple regions at Retail Business Services (“RBS” or “customer”) locations and ensure HCLTech’ s deliverables and Service Level Agreements (SLAs) are delivered as per contract.

• Work closely with HCLTech and RBS stakeholders/leaders to deliver HCLTech’ s Field Support Services’ Scope of Work in your respective regions as an IT Field Support Services leader.

Refer the below attached documents to understand HCLTech’ s deliverables and SLAs for Field Support Services, you are responsible to deliver them as a HCLTech Leader