Solution Architect

General Description

As a member of the End User Support team, the incumbent, with a minimum of 5 years technical experience is customer service oriented and provides timely and high quality technical support to customers. A Technical Certification (Microsoft/Client/Dell) and Strong understanding of Client based Operating Systems would be an added advantage on this role.

2.0 RESPONSIBILITIES:

2.1 Operational Responsibilities:

1. Provide customer facing end-user support that includes:

• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
• IMAC support including large scale/bulk office moves/re-stack activities (all moves)
• Support for Operating System, base load software, MS Office suite and other business application
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
• Support for the Mobility devices (IOS/iPhone/IPads)
• VIP and home-based office (HBO) user support

• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance.
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).
• Perform managed print service invoicing/meter read/polling report verification.
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis.

2.2 Health and Safety Responsibilities:

1. Take every reasonable precaution to protect the health and safety of fellow employees, themselves and any other person at or in the vicinity of a work site; as well as, cooperate with all persons involved to that end.
2. Read, understand and comply with the company's safety policies, rules, procedures and practices.
3. Notify management of any unsafe or harmful acts or conditions that may impact health, safety or the environment.
4. Promptly report to management all incidents, including injuries, illnesses and near misses.
5. Observe general principles of incident prevention and participate in the requirements of the safety program.
6. Use devices and wear PPE as per regulatory requirements and HCL's standards.
7. Refrain from causing or participating in harassment or violence.
8. Operate, use or maintain all tools and equipment in accordance with established or accepted procedures and practices.
9. When performing work on behalf of HCL on a client's work site, abide by the policies, rules, and procedures that are stipulated within the client's safety program.
10. Cooperate with any person exercising a duty imposed by the provincial OHS Act, Regulations or Code.
11. Comply with the provincial OHS Act, Regulations and Code.
12. Set an example for good safety conduct.