- Singapore
HCLTech Hiring! Full Time Sr Technical Lead (Support - Operations) in - Ricebowl
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Job Description
Responsibilities
Singapore, Singapore
Job Summary
Job Description:
Field Support Operations (FSO) – Onsite Deskside Support
Job Title
Field Support Operations (FSO) – Onsite Deskside Support Engineer
Function
End User Services (EUS) | Field Services Operations
Location
Singapore and Other GIC Global Office Locations
Shift Requirement
Singa24x7 Operations Support (Rotational Shifts & Rotational Weekly Offs)
Role Summary
HCLTech will provide Onsite Deskside Support as the physical hands-and-feet support layer for GIC's end users across all global office locations. The Field Support Operations (FSO) acts as the onsite extension of the Service Desk, responsible for resolving incidents and service requests requiring physical intervention, managing endpoint devices throughout their lifecycle, supporting collaboration technologies, AV/VC environments, executive users (VIP Support), technology bars, and proactive endpoint maintenance activities.
The FSO will operate within GIC's technology ecosystem with a strong focus on digital workplace experience, proactive device intelligence, asset lifecycle governance, and field dispatch activities enabled through Nexthink Digital Employee Experience (DEX) analytics.
In addition, the FSO will provide hands-and-feet support for Infrastructure Technology Towers including Network, Server, Storage, Security, and Cloud Operations whenever onsite assistance is required at office locations, communication rooms, or server rooms.
Key Responsibilities
Key Responsibilities
Onsite Incident Resolution & Service Request Fulfilment
Provide onsite support for incidents and service requests requiring physical intervention.
Troubleshoot and resolve hardware, software, operating system, application, network, and mobility-related issues.
Provide real-time acknowledgment, ownership, and resolution of relevant IT infrastructure issues.
Support account lockouts, Microsoft 365 issues, VPN connectivity, user access, and permissions requests as per procedures
Coordinate with Service Desk, OEM Vendors, and third-party service providers as needed.
Ensure tickets are resolved within agreed SLA and customer satisfaction targets.
Perform root cause analysis and recommend improvements to reduce recurring incidents.
End User Computing (EUC) Support
Support and maintain the following technologies:
Endpoint Devices
Laptops and Desktop Computers
Virtual Desktop Infrastructure (VDI) Endpoints
Thin Clients
Tablets
Workstations
End User Peripherals
Monitors
Docking Stations
Keyboard and Mouse Devices
Headsets
Web Cameras
Security Locks
Storage Devices
Chargers and Power Adapters
Cables and Accessories
Mobility Devices
iOS Smartphones and Tablets
Android Smartphones and Tablets
BYOD Devices (if applicable)
Corporate Mobility Services
Corporate SIM Management
Printing & Imaging
Printers
Scanners
Multi-Function Devices (MFDs)
Device Build, Deployment & Lifecycle Management
Build, image, configure, deploy, and support end-user devices.
Install, upgrade, and maintain Windows operating systems and Microsoft Office products.
Perform software installations, patching, and security updates.
Execute employee onboarding, relocation, and offboarding activities.
Support device refresh, replacement, and retirement programs.
Maintain compliance with enterprise device management and security standards.
Proactive Device Maintenance Program
Execute structured and proactive maintenance activities including:
Weekly
Technology floor walks
User experience validation
Device health inspections
Monthly
AV/VC room readiness validation
Endpoint optimization reviews
Workplace technology checks
Bi-Monthly
Printer and MFD health assessments
Preventive maintenance reviews
Quarterly
Endpoint physical asset sweeps
Hardware condition assessment
Inventory validation
Continuous
Nexthink-triggered proactive dispatch activities
Endpoint health monitoring
Preventive maintenance logging
Endpoint performance optimization
Asset Inventory & CMDB Management
Maintain accurate inventory records for all assigned hardware assets.
Update CMDB and Asset Management systems.
Track asset movement, allocation, refresh, return, and disposal activities.
Conduct periodic asset audits and reconciliations.
Ensure compliance with asset governance and security standards.
AV/VC & Collaboration Technology Support
Support enterprise collaboration technologies, including:
Board Rooms
Conference Rooms
Meeting Rooms
Training Facilities
Town Hall Events
Responsibilities
Conduct room readiness checks.
Provide onsite support for executive meetings and critical business events.
Troubleshoot AV/VC issues in real-time.
Support Microsoft Teams Rooms and collaboration solutions.
Coordinate with AV vendors for issue resolution and maintenance.
IP Telephony Support
Support and maintain:
Avaya Telephony Platforms
SIP/VoIP Technologies
Desk Phones
Soft Phones
Conference Phones
Responsibilities
Device deployment and provisioning.
Troubleshooting telephony issues.
MACD (Moves, Adds, Changes, and Deletes) activities.
Vendor coordination and incident resolution.
VVIP White-Glove Support
Provide premium technology support to senior executives and leadership teams.
Responsibilities
Executive device support and management.
Boardroom readiness validation.
High-priority incident response.
Executive meeting and presentation support.
Proactive monitoring and issue prevention.
Walk-In Center / Technology Bar Operations
Provide face-to-face technology support to end users.
Handle walk-in incidents and service requests.
Perform device diagnostics and health checks.
Support device replacement and swap services.
Conduct user education and guidance sessions as required.
ITSM & Service Operations Governance
Manage incidents, requests, tasks, and work orders through ITSM platforms.
Ensure compliance with ITIL processes and service management standards.
Maintain high ticket quality standards.
Escalate unresolved issues appropriately.
Participate in service reviews, customer meetings, and operational governance discussions.
Create and provide operational and service performance reports.
Hands-and-Feet Support for Technology Towers
Serve as the onsite operational support resource for infrastructure teams where remote resolution is not possible.
Responsibilities
Provide hands-and-feet support for:
Server Operations
Network Operations
Security Operations
Storage Infrastructure
Backup Infrastructure
Data Center Operations
Unified Communications
Support planned changes, maintenance windows, infrastructure upgrades, and major incident activities.
Perform physical activities at office locations, communication rooms, and server rooms based on instructions from technology tower teams.
Assist with (as received instruction from Infrastructure Teams)
Cable patching and tracing
Device reboot and power cycling
Hardware installation and removal
Equipment rack and stack activities
Physical health checks
Labeling and inventory verification in Global Locations
Remote Smart Hands activities
Participate in major incident bridge calls and execute onsite actions as directed.
Ensure timely completion and update of assigned activities during planned and emergency maintenance events.
Act as the local site escalation contact for infrastructure teams during critical incidents.
Skill Requirements
Technical Skills & Competencies
Operating Systems
Windows 10 & Windows 11
Virtual Desktop Infrastructure (VDI)
Thin Client Technologies
Microsoft Technologies
Microsoft 365
Outlook
Teams
OneDrive
Active Directory
Office Applications
End User Computing
Desktop and Laptop Support
Remote Support Tools (RDP, Bomgar, BeyondTrust, etc.)
Endpoint Management
EUC Device Lifecycle Management
Networking Fundamentals
LAN/WAN
TCP/IP
Wi-Fi Troubleshooting
VPN Technologies
Mobility Technologies
iOS Devices
Android Devices
Mobile Device Management (MDM)
Monitoring & Analytics
Nexthink DEX
Endpoint Monitoring Tools
IT Infrastructure Alert Monitoring
ITSM & Asset Management
ServiceNow or equivalent ITSM platforms
CMDB Management
Asset Lifecycle Management
Helpdesk Administration
AV/VC Technologies
Microsoft Teams Rooms
Video Conferencing Systems
Unified Collaboration Platforms
Telephony
Avaya
SIP/VoIP
Conference Telephony Systems
Other Requirements
Ticket Quality Expectations
The FSO must maintain exemplary ticket quality through:
Accurate categorization and prioritization
Complete troubleshooting documentation
Timely user communication and updates
Detailed resolution and closure notes
Proper asset and CI association
SLA adherence
User confirmation prior to closure
Compliance with Incident, Request, Problem, and Change Management processes
High First-Time Fix Rate (FTFR)
Reduction in ticket reopens and repeat incidents
Experience & Qualifications
Education
Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
Experience
3–8 years of Deskside Support / EUC Support experience.
Experience supporting large global enterprise environments.
Experience working in 24x7 support models.
Experience supporting executive and VVIP users.
Experience with ITSM platforms, CMDB, Asset Management, Mobility, and AV/VC solutions.
Experience providing Smart Hands / Hands-and-Feet support for Infrastructure Tower teams is highly desirable.
Behavioural Competencies
Strong Customer Service Orientation
Excellent Verbal & Written Communication
Ownership & Accountability
Problem Solving & Analytical Thinking
Stakeholder Management
Attention to Detail
Team Collaboration
Executive Presence
Service Excellence Mindset
Ability to Work Under Pressure
Continuous Improvement Focus
Preferred Certifications
ITIL Foundation
Microsoft Certified Professional
Helix or ServiceNow Fundamentals
************* ************* .unify-apply-now: focus, ************* ************* ************* ************* .unify-apply-now: focus, ************* ************* .unify-apply-
Job Summary
Job Description:
Field Support Operations (FSO) – Onsite Deskside Support
Job Title
Field Support Operations (FSO) – Onsite Deskside Support Engineer
Function
End User Services (EUS) | Field Services Operations
Location
Singapore and Other GIC Global Office Locations
Shift Requirement
Singa24x7 Operations Support (Rotational Shifts & Rotational Weekly Offs)
Role Summary
HCLTech will provide Onsite Deskside Support as the physical hands-and-feet support layer for GIC's end users across all global office locations. The Field Support Operations (FSO) acts as the onsite extension of the Service Desk, responsible for resolving incidents and service requests requiring physical intervention, managing endpoint devices throughout their lifecycle, supporting collaboration technologies, AV/VC environments, executive users (VIP Support), technology bars, and proactive endpoint maintenance activities.
The FSO will operate within GIC's technology ecosystem with a strong focus on digital workplace experience, proactive device intelligence, asset lifecycle governance, and field dispatch activities enabled through Nexthink Digital Employee Experience (DEX) analytics.
In addition, the FSO will provide hands-and-feet support for Infrastructure Technology Towers including Network, Server, Storage, Security, and Cloud Operations whenever onsite assistance is required at office locations, communication rooms, or server rooms.
Key Responsibilities
Key Responsibilities
Onsite Incident Resolution & Service Request Fulfilment
Provide onsite support for incidents and service requests requiring physical intervention.
Troubleshoot and resolve hardware, software, operating system, application, network, and mobility-related issues.
Provide real-time acknowledgment, ownership, and resolution of relevant IT infrastructure issues.
Support account lockouts, Microsoft 365 issues, VPN connectivity, user access, and permissions requests as per procedures
Coordinate with Service Desk, OEM Vendors, and third-party service providers as needed.
Ensure tickets are resolved within agreed SLA and customer satisfaction targets.
Perform root cause analysis and recommend improvements to reduce recurring incidents.
End User Computing (EUC) Support
Support and maintain the following technologies:
Endpoint Devices
Laptops and Desktop Computers
Virtual Desktop Infrastructure (VDI) Endpoints
Thin Clients
Tablets
Workstations
End User Peripherals
Monitors
Docking Stations
Keyboard and Mouse Devices
Headsets
Web Cameras
Security Locks
Storage Devices
Chargers and Power Adapters
Cables and Accessories
Mobility Devices
iOS Smartphones and Tablets
Android Smartphones and Tablets
BYOD Devices (if applicable)
Corporate Mobility Services
Corporate SIM Management
Printing & Imaging
Printers
Scanners
Multi-Function Devices (MFDs)
Device Build, Deployment & Lifecycle Management
Build, image, configure, deploy, and support end-user devices.
Install, upgrade, and maintain Windows operating systems and Microsoft Office products.
Perform software installations, patching, and security updates.
Execute employee onboarding, relocation, and offboarding activities.
Support device refresh, replacement, and retirement programs.
Maintain compliance with enterprise device management and security standards.
Proactive Device Maintenance Program
Execute structured and proactive maintenance activities including:
Weekly
Technology floor walks
User experience validation
Device health inspections
Monthly
AV/VC room readiness validation
Endpoint optimization reviews
Workplace technology checks
Bi-Monthly
Printer and MFD health assessments
Preventive maintenance reviews
Quarterly
Endpoint physical asset sweeps
Hardware condition assessment
Inventory validation
Continuous
Nexthink-triggered proactive dispatch activities
Endpoint health monitoring
Preventive maintenance logging
Endpoint performance optimization
Asset Inventory & CMDB Management
Maintain accurate inventory records for all assigned hardware assets.
Update CMDB and Asset Management systems.
Track asset movement, allocation, refresh, return, and disposal activities.
Conduct periodic asset audits and reconciliations.
Ensure compliance with asset governance and security standards.
AV/VC & Collaboration Technology Support
Support enterprise collaboration technologies, including:
Board Rooms
Conference Rooms
Meeting Rooms
Training Facilities
Town Hall Events
Responsibilities
Conduct room readiness checks.
Provide onsite support for executive meetings and critical business events.
Troubleshoot AV/VC issues in real-time.
Support Microsoft Teams Rooms and collaboration solutions.
Coordinate with AV vendors for issue resolution and maintenance.
IP Telephony Support
Support and maintain:
Avaya Telephony Platforms
SIP/VoIP Technologies
Desk Phones
Soft Phones
Conference Phones
Responsibilities
Device deployment and provisioning.
Troubleshooting telephony issues.
MACD (Moves, Adds, Changes, and Deletes) activities.
Vendor coordination and incident resolution.
VVIP White-Glove Support
Provide premium technology support to senior executives and leadership teams.
Responsibilities
Executive device support and management.
Boardroom readiness validation.
High-priority incident response.
Executive meeting and presentation support.
Proactive monitoring and issue prevention.
Walk-In Center / Technology Bar Operations
Provide face-to-face technology support to end users.
Handle walk-in incidents and service requests.
Perform device diagnostics and health checks.
Support device replacement and swap services.
Conduct user education and guidance sessions as required.
ITSM & Service Operations Governance
Manage incidents, requests, tasks, and work orders through ITSM platforms.
Ensure compliance with ITIL processes and service management standards.
Maintain high ticket quality standards.
Escalate unresolved issues appropriately.
Participate in service reviews, customer meetings, and operational governance discussions.
Create and provide operational and service performance reports.
Hands-and-Feet Support for Technology Towers
Serve as the onsite operational support resource for infrastructure teams where remote resolution is not possible.
Responsibilities
Provide hands-and-feet support for:
Server Operations
Network Operations
Security Operations
Storage Infrastructure
Backup Infrastructure
Data Center Operations
Unified Communications
Support planned changes, maintenance windows, infrastructure upgrades, and major incident activities.
Perform physical activities at office locations, communication rooms, and server rooms based on instructions from technology tower teams.
Assist with (as received instruction from Infrastructure Teams)
Cable patching and tracing
Device reboot and power cycling
Hardware installation and removal
Equipment rack and stack activities
Physical health checks
Labeling and inventory verification in Global Locations
Remote Smart Hands activities
Participate in major incident bridge calls and execute onsite actions as directed.
Ensure timely completion and update of assigned activities during planned and emergency maintenance events.
Act as the local site escalation contact for infrastructure teams during critical incidents.
Skill Requirements
Technical Skills & Competencies
Operating Systems
Windows 10 & Windows 11
Virtual Desktop Infrastructure (VDI)
Thin Client Technologies
Microsoft Technologies
Microsoft 365
Outlook
Teams
OneDrive
Active Directory
Office Applications
End User Computing
Desktop and Laptop Support
Remote Support Tools (RDP, Bomgar, BeyondTrust, etc.)
Endpoint Management
EUC Device Lifecycle Management
Networking Fundamentals
LAN/WAN
TCP/IP
Wi-Fi Troubleshooting
VPN Technologies
Mobility Technologies
iOS Devices
Android Devices
Mobile Device Management (MDM)
Monitoring & Analytics
Nexthink DEX
Endpoint Monitoring Tools
IT Infrastructure Alert Monitoring
ITSM & Asset Management
ServiceNow or equivalent ITSM platforms
CMDB Management
Asset Lifecycle Management
Helpdesk Administration
AV/VC Technologies
Microsoft Teams Rooms
Video Conferencing Systems
Unified Collaboration Platforms
Telephony
Avaya
SIP/VoIP
Conference Telephony Systems
Other Requirements
Ticket Quality Expectations
The FSO must maintain exemplary ticket quality through:
Accurate categorization and prioritization
Complete troubleshooting documentation
Timely user communication and updates
Detailed resolution and closure notes
Proper asset and CI association
SLA adherence
User confirmation prior to closure
Compliance with Incident, Request, Problem, and Change Management processes
High First-Time Fix Rate (FTFR)
Reduction in ticket reopens and repeat incidents
Experience & Qualifications
Education
Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
Experience
3–8 years of Deskside Support / EUC Support experience.
Experience supporting large global enterprise environments.
Experience working in 24x7 support models.
Experience supporting executive and VVIP users.
Experience with ITSM platforms, CMDB, Asset Management, Mobility, and AV/VC solutions.
Experience providing Smart Hands / Hands-and-Feet support for Infrastructure Tower teams is highly desirable.
Behavioural Competencies
Strong Customer Service Orientation
Excellent Verbal & Written Communication
Ownership & Accountability
Problem Solving & Analytical Thinking
Stakeholder Management
Attention to Detail
Team Collaboration
Executive Presence
Service Excellence Mindset
Ability to Work Under Pressure
Continuous Improvement Focus
Preferred Certifications
ITIL Foundation
Microsoft Certified Professional
Helix or ServiceNow Fundamentals
************* ************* .unify-apply-now: focus, ************* ************* ************* ************* .unify-apply-now: focus, ************* ************* .unify-apply-
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