Specialist

Job Description
J O B D E S C R I P T I O N
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Company: HCL Tech
Designation: Virtual IT Point Technician L2 Regional language support (Mandarin)
Job Role Band: E2.1
Job Summary
The Virtual IT Point Support Technician provides remote technical support to end-users, troubleshooting and
resolving hardware, software, and network issues on laptops, desktops, and mobile devices. This role involves
diagnosing system failures, performing BIOS-level troubleshooting, managing user accounts, and ensuring security
compliance. The technician will also coordinate with IT teams, document solutions, and contribute to continuous service
improvements in line with ITIL best practices. Additionally, the role requires proactive monitoring, system optimization,
and adherence to security protocols to enhance overall IT service delivery.
Principal Responsibilities: (Essential Function)
Provide remote technical support for end-user devices, including laptops, desktops, and mobile devices.
Troubleshoot and resolve hardware, software, and network-related issues remotely.
Perform BIOS-level troubleshooting, system re-imaging, and IMAC (Install, Move, Add, Change) tasks.
Support new user onboarding, account setup, and hardware/software provisioning.
Document resolutions, update knowledge bases, and contribute to process optimization.
Collaborate with cross-functional IT teams for complex issue resolution and service improvements.
Ensure adherence to IT security policies, compliance requirements, and best practices.
Monitor and escalate recurring technical issues to prevent future disruptions.
Provide ITIL-based support for Incident, Problem, and Request Management processes.
Manage workflows, performance metrics, and service level agreements (SLAs).
Proactively monitor system performance, identify potential risks, and recommend improvements.
Assist in software license management, compliance tracking, and audits.
Conduct periodic training sessions or create user guides for common IT issues.
Perform remote device management, including troubleshooting mobile device connectivity and app installations.
Participate in IT asset management, tracking equipment lifecycles, and recommending upgrades or replacements.
Other responsibilities
As assigned by management in alignment with the organization s goals and operational requirements
Education & Certifications:
Bachelor s degree / Equivalent in computer science, IT.
Experience
Minimum of 3 years of experience with high end technical customer service support hardware or a similar role.
Proven ability to build strong relationships and manage customer expectations.
Experience in managing full IMACD lifecycle tasks.
Hands-on experience with ITSM tools like ServiceNow.
Strong understanding of SLA management and tickets management.
J O B D E S C R I P T I O N
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Skills & Competencies
Excellent communication skills in Mandarin (Chinese), English (verbal and written).
Analytical thinking with strong troubleshooting and problem-solving abilities.
Detail-oriented and customer-focused mindset.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational skills with the ability to maintain accurate and comprehensive records.
Flexibility to work in shifts, including off-hours and weekends, as required.
Demonstrated ability to coordinate across geographically distributed teams.
Team-oriented approach with a focus on collaboration and productivity Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.

2. To provide support for on call escalations and doing root cause analysis of given issue.

3. Work on value adding activities such Knowledge base update & manageme

Job Description (Posting).
JD attached (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

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