Site Support Resource Operations (SRO)

Our requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Minimum 3 years of technical support experience across Windows, Mac OSX, Linux, iOS, and Android platforms.
• Demonstrated ability in system administration, hardware/software troubleshooting, and asset management.
• Strong knowledge of cross-platform integration and user onboarding/offboarding processes.
• Experience with enterprise applications such as JIRA, Confluence, ServiceNow, Azure Active Directory, and Microsoft Exchange.
• Familiarity with networking concepts and desktop support (hardware replacements, GPU installations).
• Excellent communication, interpersonal, and organizational skills.
• Ability to work collaboratively with global teams and vendor partners.

Optional

• Industry certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or equivalent.
• Experience in supporting cloud and on-premise applications (e.g., Office 365).
• Prior exposure to IT procurement and hardware lifecycle management.
• Proactive approach to process improvement and user training.
• Familiarity with asset reconciliation and IT incident management tools.

Your responsibilities

• Technical Support: Deliver onsite and remote assistance for Windows, Mac OSX, Linux, iOS, and Android platforms, resolving hardware/software issues, connectivity problems, and system configurations. Coordinate with OEM vendors for warranty support of laptops and desktops.
• Cross-Platform Compatibility: Ensure seamless integration and compatibility between Mac and Windows systems, applications, and services to promote efficient workflow and collaboration.
• New Hire Induction: Actively participate in new hire induction programs under client guidance, ensuring timely setup and readiness for new employees.
• Tech Refresh: Execute tech refresh initiatives for eligible devices in accordance with client guidelines, including proactive forecasting and leadership engagement.
• User Training and Education: Conduct user training sessions and develop educational resources to improve user proficiency with Mac and Windows systems, applications, and productivity tools.
• System Administration: Manage and maintain Mac and Windows systems, performing installations, updates, and configurations to ensure optimal performance and security.
• Asset Management: Track and manage hardware/software assets, maintaining inventory, license compliance, and asset lifecycle management across devices and applications.
• Site Support: Support rack, network, power, servers, switches, APs, UPS units, and other equipment, collaborating with global IT specialist teams.
• Print Support: Work with MFP providers and client engineering to maintain and support site print services.
• Telecom Support: Collaborate with telecom engineering to provide end user communication support (e.g., TEAMs) and meeting room infrastructure.
• Hardware Procurement: Manage purchasing of new hardware, ensuring alignment with organizational needs and budget forecasts.
• Proactive Tech Refresh: Monitor hardware performance, recommend upgrades, and socialize tech refresh plans with client leadership.
• User Onboarding: Facilitate smooth onboarding by setting up Mac/Windows workstations, planning readiness, and coordinating shipping for remote locations.
• User Offboarding/Terminations: Manage equipment collection, provide return instructions, wipe repurposed assets, process system drives, and coordinate quarterly asset disposal.
• Asset Reconciliation: Perform monthly asset verification and extraction from various tools, following established procedures.
• Incident Management: Respond to and resolve IT incidents reported by end users, adhering to client processes.
• Application Support: Support enterprise and business applications (e.g., JIRA, Confluence, ServiceNow, MFA Portal, Azure AD, Microsoft Exchange), with willingness for additional training as needed.
• Networking: Understand and support basic networking concepts, including IP validation, static IP assignment, and remote desktop setup.
• Desktop Support: Provide guidance and support for part replacements, GPU installations, and non-standard IT devices.
• Continuous Improvement: Evaluate and improve IT services and processes based on user feedback and industry best practices.

What we offer

• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses

Benefits

• private medical care
• sharing the costs of foreign language classes
• life insurance
• retirement pension plan
• extra social benefits
• employee referral program
• charity initiatives

Recruitment stages

• 1.
  Application
• 2.
  Shorlisting
• 3.
  Technical & HR Interview
• 4.
  Offer Rollout

HCL Poland