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Field Services Operations Manager

HCL America, Inc.

This is a Full-time position in San Ramon, CA posted March 27, 2021.

nnThis position manages resources within Desktop, Break/Fix, Tech Café and Inventory Management team.

Oversees support of users with technical support of desktop computers, applications, and related technology.

Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.

Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.nn nn nn nn Main Responsibilities include: nn nn nn nn-Direct management of resources located in multiple client locations within a specific regionnn nn All tasks related to managing resources including timesheet management, scheduling, discipline, training and learning, coaching and feedbacknn nn-To ensure all tickets are updated on SNOW and managed properlynn nn-Daily end-to-end ownership of all FSO tickets for assigned regionnn nn-Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, IPhones, and LAN cable dropsnn nn-Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targetsnn nn-To provide infrastructure administration functionsnn nn-Providing on-site cover from 7:00 -17:00 hours Mon
– Fri as part of a shift arrangementnn nn-Being prepared to work out of hours when required and to provide out of hours on-call support cover as requirednn nn-Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activitiesnn nn-Taking ownership of issues through to resolution on all appropriate requests.nn nn-Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

nn nn-Performing asset inventory activities as needed.

nn nn-Trains and orients staff on use of hardware and software.nn nn-Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.nn nn-This position requires the ability to work in a project-based environment requiring flexibility and teamwork.

Performs other duties as assigned.nn nn nn nn nn nn Technical Skills: nn nn nn nn Must have excellent communication skills both written and verbal.

nn nn-Excellent skills in user IT infrastructure
– Desktops, Laptops, Printers, Handhelds, Smartphone etcnn nn-Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e.

Officenn nn-Administration experience of MS Active Directory users & groups, policies and management conceptsnn nn-Effective communication in English and local languages is mandatorynn nn nn nn n nn nn Business Skills: nn nn nn nn-Ability to interact with customers so as to ensure that the service is polite, efficient and responsivenn nn-A self-starter with ability to work on their own initiativenn To work through issues analytically to a successful conclusion nn nn nn n nn nn Desired Experience: nn nn nn nn-At least 2-3 years of Track Lead experiencenn nn-At least 5-6 years of experience in the field or in a related area requirednn nn-Prior experience on Desktops, Workstations, Notebooks and Printersnn nn-Collaboration experience including remote control of PCs and video conferencing knowledgenn nn-Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)nn nn-Strong Microsoft Office skills (Outlook, Word, and Excel)nn nn-Thorough understanding of Outlook’s calendaring toolnn nn-Understanding of Exchange functional accounts and how they are used within Microsoft technologiesnn nn-Strong customer service skillsnn nn-Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levelsnn nn-Strong written and verbal communication skills (English and local language)nn nn-Must be detail oriented and self-motivatingnn nn-Background security check requirednn nn-Additional language skills (English and local language)nn nn-Experience of managing and leading a geographically and culturally diverse teamnn

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