Job Overview:
The On-Site Technical Support Specialist is responsible for providing Level 2 support for incident and service request resolution on customer sites. This includes troubleshooting, diagnosing, and resolving hardware and software incidents, as well as coordinating with the service desk, customers, and end users. The role focuses on ensuring that all on-site support activities are completed efficiently and effectively, meeting the Service Level Requirements (SLRs) defined by the customer.
Key Responsibilities:
- On-Site Incident and Service Request Resolution:
- Provide Level 2 on-site technical support, including troubleshooting, diagnosing, and resolving incidents for devices and servers.
- Repair or replace physically broken or inoperable devices and ensure that devices are returned to operational condition.
- Coordination and Communication:
- Coordinate with the Service Desk, third-party suppliers, and other support teams to manage all on-site technical support requests through to resolution and closure.
- Work with end users or other site staff to schedule on-site visits in response to escalated incidents or service requests.
- Dispatch appropriate technicians as required to provide timely support.
- Testing and Verification:
- Conduct appropriate tests on repaired devices, software, or servers to ensure they are functioning properly and in compliance with service expectations.
- Obtain end-user acknowledgment of the successful completion of service requests or resolution of incidents.
- Documentation and Standards:
- Develop and document on-site technical support procedures that adhere to defined requirements and standards.
- Maintain inventory levels of devices and peripherals as specified in the Common Procedures Manual to ensure readiness for on-site support.
- Collaboration with Customer:
- Provide recommendations to improve on-site technical support policies and procedures.
- Coordinate with customer representatives to understand requirements and ensure alignment with defined policies.
Skills Required
- Experience in Level 2 technical support
- Knowledge of hardware and software troubleshooting
- Ability to coordinate with service desk and third-party suppliers
- Strong communication skills
Hexaware Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hexaware Technologies and has not been reviewed or approved by Hexaware Technologies.
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Healthcare Strength — Feedback suggests health insurance is a standout element, often described as strong and comparable or better than many employers. Medical coverage and related protections are repeatedly highlighted as reliable pillars of the package.
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Parental & Family Support — Parental leave options, including extended paid leave in some locations, are offered and seen as valuable for family needs. Feedback suggests these policies complement core medical coverage for a more complete family safety net.
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Wellbeing & Lifestyle Benefits — Wellbeing resources such as an Employee Assistance Program, wellness initiatives, on-site gyms, and engagement activities provide lifestyle support. These offerings are reinforced by flexible work options and shift-related extras where applicable.
Hexaware Technologies Insights
What We Do
At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 40+ offices across 19 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner. Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
