HCLTech is a global technology company, home to more than 220,755 + people 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. Consolidated revenues as of 12 months ending December 2024 totaled $13.8 billion.

The Senior Hardware Technician is responsible for the direct workflow management and supervision of the Hardware Technicians. The Senior Hardware Technician is also responsible for identifying and resolving hardware and software issues that could not be resolved over the telephone by a Helpdesk technician. Additionally, be responsible for delivering account-specific training for new team members and performing Quality Control of the Configuration Technicians. The Sr. Hardware Technician strongly supports the Team Lead, Supervisor and Manager in all aspects of the role

Responsibilities:

• Perform workload distribution, assign tasks and track execution of both
• Monitor compliance with targets for Service Level Agreements and Operational Level Agreements
• Replicate and resolve customer issues in the software environment (Triage.)
• Replicate and resolve issues in the hardware environment (Triage.) including but not limited to defective part identification and physical replacement.
• POA offsite support.
• Prioritize the daily repairs to ensure that all equipment is returned to users within each Client’s Service Level guidelines (whether working in a dedicated or syndicated environment.)
• Complete all steps necessary to fully configure equipment for new hires and “rebuild” type repairs.
• Complete all steps necessary to complete “Termination/RTI” type repairs.
• Prepare detailed repair orders for damaged or malfunctioning equipment prior to swap of client’s equipment.
• Ensures repair procedures, training and tracking are in compliance with OEM requirements, guidance, policies and procedures.
• Responsible for daily production rates, quality control, and a neat, professional work area.
• Maintain processes and documentation verifying service order completion prior to returning equipment to inventory.
• Maintain valid certifications for all OEMs directed by management.
• Responsible for the implementation of processes and activities related to the distribution of medical devices within the guidelines for the level of service of each customer.
• Strictly adheres to the guidelines for the level of service of each customer regarding the processes and activities related to the distribution of medical devices.
• Knows the main regulations on the distribution of medical devices and the requirements of the ISO 13485 standard.
• Monitor and process internal escalations.
• Investigate issues and complaints and provide root cause analyses and resolutions to management.
• Serve as the primary back up for the Hardware Team Lead and Supervisor – Track Lead.
• Oversee proper documentation updates and documentation additions for Depot Team
• Perform any ad hoc activities as required.
• Consistently monitor Horizon/Glovia for incoming repairs and new hire requests.
• Submit detailed Defective Tag summaries documenting actions taken towards the resolution of the repair process as real time as possible.
• Provide feedback on processes and technical documentation to assist in verification of order completion issue.
• Escalate issues to Depot Management as outlined by Management, Quality Assurance/Control staff as applicable.
• Provide desk-side assistance and mentoring to new team members.
• Deliver account-specific training for new team members.
• Perform or assist with any Ad-Hoc reporting requests from the management team
• Assist Shipping and Receiving teams when required.
• Stay current on Original Manufacturer Equipment policies, changes and maintenance procedures for their equipment.
• Continually update technical information and best practices concerning all hardware of computer repairs to the HCL
• •
• • Reference Library and other knowledge distribution channels.
• Accountable for all assets handled, including but not limited to, virtual tracking, physical tracking, and physical condition.

Requirements:

• Minimum of a Bachelor's degree preferably in Information Technology, Business, related discipline, or equivalent combination of education and experience.
• Relevant experience: 1 - 3 years
• Required functional experience: computer hardware repair or computer support experience
• Preferable experience: Help Desk/Call Center
• Excellent oral and written communications skills in English
• Experience in troubleshooting current Microsoft operating systems and Microsoft Office applications
• Basic network knowledge of networks and network systems; A+ Certification
• Quality of work:
• Quality orientation
• Attention to detail
• Result orientation
• Excellent organization skills – planning, prioritization, time management.
• Excellent problem-solving and troubleshooting skills.
• Ability to work independently with little supervision.
• Good teamwork skills.
• Good leadership skills.

What we offer:

• Competitive salary;
• Opportunity for career progression;
• Young and vibrant team environment;
• Social benefits package;
• Professional on-boarding and on-going trainings.

Are you willing to build up your career with us? - We’ll be happy to receive your resume in English!

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• * Only candidates selected for interview will be contacted

HCLTech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by state or local laws.