Specialist Job in British Columbia

Job Title: Specialist

Company: HCL Technologies LTD

LOCATION: British Columbia

EXPERIENCE: 2.5-5 Years

Skills: DWP-FSS-Desk Side Services






Provide 24/7 call out support outside of Hours of Operations at locations as defined by Suncor. .

Provide Smart Hands support for Suncor and its Representatives and other Third-Party

Vendors in locations where they do not have staff.

Manage tasks provided by the Suncor server and network team. Smart Hands will not accept or manage

parent incidents or requests. The on-site Smart Hands resource shall be limited to only the

exact instructions as provided by Suncor within the task and assigned to the Smart Hands


Provide remote hands and feet support only where specialized equipment and skills are not

required. For example, racking and stacking of networking devices, remote consoling into

device and provide screen share when required.

Maintain an inventory of spares for network devices as directed by Suncor network team


o Update inventory and spares lists at each defined Suncor location;

o Add decommissioned equipment to sparing inventory, when appropriate;

Follow Suncor s warehousing process at defined locations considered that Suncor has

provided confined and secured space to store inventory and spare.

Perform work within the safety guidelines set forth by each local Suncor Site and the safety

guidelines of the Service Provider.

Wherever safety reasons are concerned, cellular devices are not permitted, or cellular

reception is not available, support will be provided on the commercially reasonable efforts


Perform IMACs based on instructions provided by Suncor.

Ensure Smart Hands support resource will be able to locate Equipment at Suncor Sites when provided with a standard building floor plan.

Ensure Smart Hands support resource will be able to locate and obtain spare Equipment as needed to support the delivery of Services.

(1.) To provide support for on-call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within the 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 as Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases



DWP-FSS-Desk Side Services

EXPERIENCE: 2.5-5 Years



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