Automate or develop solutions for HCL's various customers using the latest AI tools in the industry.
Use machine learning languages and tools such as Python, C++, and Java to automate workflows and develop tailored solutions that meet client's requirements.
Utilize Microsoft Power Automate to build solutions for automating various customer tasks and workflows. Develop scripts with AI tools to notify technicians or HCL leaders on mobile phones/MS Teams to avoid SLA breaches.
Design, develop, and maintain advanced Power BI dashboards, integrating key performance indicators (KPIs), cost performance indicators (CPIs), hardware reconciliation metrics, and various complex reports.
Develop an automated process for missing assets and send email inquiries to CI/Inventory owners.
Develop solutions and design audit tools for customers Meeting Services and IT Facilities Towers.
Analyze large datasets by transforming raw data into actionable insights, writing custom functions, and incorporating innovative visualizations. Produce analytical reports in various automated tools like Power BI dashboards for easy understanding.
Have good knowledge of NextThink tools and itsfeatures.
Support manufacturing environments with Operations Technology (OT) hardware and applications such as PRIME, PROFICY and PLANT WORKBLAZE.
Have hands-on knowledge of SCCM and other AD tools.
Work towards automating solutions for hardware or software issues reported at kiosks/lounges.
Have comprehensive knowledge of other EUC, Networks, Meeting services, and Office communication tools like O365.
Work on Azur Technologies.
To deliver on Transition and transformation opportunities for all supported towers when a new HCL customer is onboarded.
Prepare run books and SOPs and obtain customer sign-off on them.
Train new team members and ensure knowledge transfer is conducted properly with customer sign-off.
Accurately test, identify, repair, resolve and document end-user technical issues regarding laptops/desktops, Android, iPhone, and MAC devices.
Have good knowledge of all major hardware platforms such as Dell, HP, Lenovo brand PCs and laptops, Fuji Xerox, and Canon - Managed Print Services.
Assist with incident and problem management activities.
Take ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end-user support requests (incidents) and service requests by utilizing a ticketing system to track tickets and provide up-to-date status and information.
Perform asset verification activities as needed and keep the inventory database up to date.
Maintain a spare parts/inventory list on a monthly basis and coordinate any disposal requisites.
Provide hands and feet support to network and Wintel teams and have good knowledge of devices such as Cisco routers, LAN switches, data centers, servers, etc. Provide console access to remote teams, understand the types of console cables, UTP and fiber cables, and be well aware of hub room and data center infrastructure devices.
Coordinate with vendors.
Provide VIP and executive support.
Raise purchase requests in the system and follow up on technical Pos.
Handle goods receipt (GR) and update records.
Be available for on-call support during after-hours as necessary.
Requirements
Bachelor's degree in Computer Science, Information Technology or any related field.
Minimum 2 years of hands-on experience in the IT-Automation.
Good knowledge of AI tools and machine learning.
Good knowledge of the ServiceNow platform and coding.
Good knowledge of script writing and automation programs.
Strong operating system knowledge with device drivers and hardware programming.
Strong Microsoft Office knowledge with O365 and previous versions.
Strong break/fix skills for desktops,workstations, notebooks, printers, and handhelds.
Strong skills in antivirus, encryption, application, and software support.
Broad experience in IT with a basic understanding of networks, servers, and telecoms.
Good knowledge of MAC OS, iPad and iPhone.
Hands-on troubleshooting of Cisco WAN, LAN and WIFI devices, and VPN hardware.
Good knowledge of audio/video equipment and conference/meeting room setup.
Thorough understanding of Windows domain structure, Active Directory, Ghost, Terminal Services, remote control support, NTFS, and file-level permissions.
Strong customer service skills.
Ability to provide consistent, excellent customer support to the entire staff, representing a variety of personalities and management levels.
Strong written and verbal communication skills in English.
Ability to effectively multitask and perform with a sense of urgency for rapid issue resolution.
Good communication skills in English and the local language (if applicable) with reading, writing, and spoken skills.
Flexibility to work in shift rotations during Europe or US business hours.
