Job Description

Summary-

A Smart Hands Support technician, also referred to as a Data Center Smart Hands technician, provides on-site technical support for IT infrastructure within data centers or colocation facilities. Acting as the on-site representative for remote IT teams, this position performs tasks requiring physical presence and technical proficiency beyond basic remote support. The Smart Hands Network and Telecom Technician offers on-site support for network and telecommunications infrastructure, executing installation, maintenance, troubleshooting, and configuration duties for network and telecom equipment in data centers or client locations while maintaining operational standards, timely issue resolution, and accurate documentation.

Key responsibilities

• Hardware Management : Installing, configuring, replacing, and decommissioning servers, switches, routers, and other equipment within data center racks.
• Remote Team Collaboration : Coordinating with remote engineering teams and stakeholders to implement configurations and resolve issues.
• Documentation & Reporting : Documenting activities, maintaining service logs, and updating remote teams or project managers.
• Inventory & Auditing : Assisting with asset management through physical audits, labeling, tracking, and monitoring inventory.
• Emergency Response : Responding to emergencies and participating in on-call rotations as needed.
• Safety & Compliance : Following safety protocols and adhering to operational procedures and change management policies.
• Network Hardware Management : Includes racking, stacking, installing, configuring, replacing, and decommissioning network equipment such as switches, routers, firewalls, and servers.
• Telecom Infrastructure Support : Supporting telephony hardware and applications (analog, ISDN, SIP, etc.), installing and relocating telecom assets, and performing equipment testing and troubleshooting.
• Cabling and Connectivity : Managing, installing, and tracing network and power cables, ensuring organization, labeling, and testing of connectivity.
• Troubleshooting and Diagnostics : Addressing physical connectivity issues, diagnosing hardware, software, and network problems, and conducting power cycles and signal testing.
• Maintenance and Repairs : Performing routine maintenance, hardware upgrades, emergency repairs, assisting with system updates, and replacing faulty components.

Qualifications

Education : High school diploma or GED required; technical school training or relevant experience preferred; certifications such as CompTIA Network+ or CCNA are beneficial.

Experience : Minimum of 2 years in network/telecom support, field service, or data center operations preferred; experience with OEM network devices and fiber optic cabling is an asset.

Technical Skills: Knowledge of networking concepts (OSI Layers 2 & 3), protocols (TCP/IP), cabling, data center operations, and basic telecom systems; ability to interpret technical diagrams, use hand tools, and familiarity with remote access tools and ticketing systems.

Soft Skills : Proficient troubleshooting, problem-solving, communication (written and verbal), attention to detail, time management, organizational abilities, and capacity to work both independently and collaboratively; customer service skills required.

Physical Requirements : Able to lift up to 50 pounds, climb ladders, work in confined spaces, and perform physically demanding tasks.

Availability: Flexible to work various shifts, participate in on-call rotations, and travel reliably to client sites when required using own vehicle.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

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