The IT Client Support Specialist provides essential hands-on technical support for IT hardware, infrastructure, and projects that cannot be completed by the Global Service Desk. This role is critical in ensuring operational efficiency through on-site assistance, infrastructure maintenance, and the execution of technical projects. The position involves frequent interaction with end-users and collaboration with other IT teams to meet the organization's technology needs.
Responsibilities
- Provides Level 2 support for issues that cannot be resolved remotely by the Global Service Desk (Level 1).
- Provide support for end-user computing devices, peripherals, multi-function printing devices, audio-visual (AV) systems, and workforce management solutions.
- Perform site surveys, hardware installations, and replacements (e.g., switches, routers, wireless access points).
- Support telephony infrastructure, including deploying voice gateways and integrating paging systems.
- Maintain network cabling, power systems (e.g., UPS), and telephony equipment following established standards.
- Conduct periodic equipment checks and preventative maintenance, such as replacing batteries and power supplies for switches.
- Assist in asset lifecycle management, including configuration, deployment, and disposal of IT equipment.
- Support manufacturing IT systems and equipment
- Perform basic troubleshooting of manufacturing IT infrastructure
- Ensure proper connectivity of manufacturing systems
- Coordinate with Network Team for implementation of isolated networks
- Maintain compliance with network isolation requirements
- Collaborate on infrastructure projects, including wireless network surveys, deployment of digital signage, and installation of edge compute devices.
- Support physical security systems, including door access controls and video surveillance installations.
- Configure and deploy tablets and other mobile computing devices for specific business operations.
- Provide technical support for the setup of IT infrastructure, security surveillance, and access control systems for new NOV sites, working closely with IT infrastructure teams and external vendors.
- Provide technical support for decommissioning and recovery of IT infrastructure equipment, security surveillance, and access control systems at exiting NOV site, collaborating with IT infrastructure teams and external vendors.
- Assist with Starlink satellite installations as required.
- Document all activities and resolutions in the service desk and project management systems.
- Adhere to and enforce cabling and configuration standards.
- Coordinate with vendors and contractors for specialized installations or repairs.
Requirements
- Associate degree in IT, networking, or a related field, or equivalent work experience.
- 2–5 years of relevant experience in IT field support, including hardware troubleshooting and network maintenance.
- Ability to work independently or as part of a team in dynamic environments.
- Excellent verbal and written communication abilities.
- Strong problem-solving and organizational skills.
- Willingness to travel frequently and support multiple locations.
- Valid driver’s license.
- May be required to participate in an after-hours support.
- Experience with Microsoft enterprise technologies including Windows OS, Office 365, Intune device management, and security features
- Proficiency in diagnosing and repairing hardware (PCs, printers, and network devices).
- Basic understanding and troubleshooting of networking (e.g., switches, routers, wireless protocols).
- Basic understanding of UCaaS, legacy telephone systems, and analog lines including fundamental troubleshooting and user support
- Experience with digital signage, physical security systems, and Starlink installations.
- Basic knowledge of asset decommissioning processes.
- Preferred Qualifications
- Certifications such as CompTIA A+, Network+, CWTS, CWNA
- Advanced knowledge of Windows end-user operating systems and Microsoft enterprise solutions including Office 365 and endpoint security
- Experience with secure access systems including multi-factor authentication and privileged account management.
- Work Environment
- Primarily based at the NOV facility in Kochi, will require to travel to provide on-site support across multiple NOV locations in India.
- International travel may be required.
- Flexible working conditions to accommodate project schedules and urgent support needs.
