We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small can be traced back to an idea’s single spark.
It’s that spark that inner drive that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
The FSO Senior Engineer (L3) is a senior, site‑critical role responsible for delivering high‑quality, priority IT support in large and complex enterprise environments. The role combines advanced Level 3 technical expertise, strong customer engagement, and operational leadership to ensure business continuity for critical users and functions. This position operates with high autonomy, supports time‑sensitive issues, and plays a key role in maintaining service excellence at strategic locations.
Key Responsibilities
Priority User Support
- Act as a single point of contact for high‑priority users and business‑critical IT issues.
- Deliver personalized, high‑quality support with rapid response and resolution.
- Manage incidents with urgency and professionalism, ensuring minimal business disruption.
Advanced Technical Support (L3)
- Provide advanced Level 2/3 troubleshooting across Windows and macOS environments.
- Support enterprise applications, collaboration tools, mobility devices, and peripherals.
- Perform complex diagnostics, root‑cause analysis, and permanent fixes.
- Coordinate with network, security, and infrastructure teams while retaining end‑to‑end ownership.
Meeting Room & Event Readiness
- Provide planned support for important meetings, events, and critical business sessions when required.
- Ensure readiness of meeting rooms, collaboration technology, and audio/video systems.
- Conduct proactive checks of critical rooms and shared technology spaces.
Operational Leadership
- Act as the senior onsite FSO resource for large or strategic locations.
- Mentor and guide Band 1 and Band 2 technicians; provide escalation support and technical direction.
- Ensure adherence to ITIL processes, service standards, and security policies.
- Support local service improvements and operational stability.
Availability & Coverage
- Participate in on‑call and after‑hours rotations for critical incidents as required.
- Support users across different time zones in coordination with remote support teams.
Stakeholder Management
- Build trusted relationships with senior business stakeholders and key users.
- Communicate clearly and confidently during high‑pressure or high‑impact situations.
- Handle sensitive information with discretion and professionalism.
Success Measures
- High satisfaction scores from priority users and stakeholders.
- Consistent achievement or over‑achievement of SLA targets.
- Reduced escalations and improved first‑time resolution.
- Demonstrated reliability during critical incidents and business events.
Required Experience & Skills
- 4–5+ years of enterprise end‑user computing / deskside support experience, including Level 3 exposure.
- Strong expertise in Windows, macOS, Office 365, collaboration platforms, and mobility solutions.
- Experience supporting large sites or business‑critical user groups.
- Excellent communication, customer service, and stakeholder‑management skills.
- Ability to work independently, prioritize effectively, and perform under pressure.
- Willingness to support after‑hours and on‑call requirements.
Benefits
- A supportive, diverse and global team with a brilliant culture.
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
- To know more about us visit – www.hcltech.com
- · For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.
Job Type: Contract
Pay: 30,000.00€ - 35,000.00€ per year
Language:
- Fluent in French (Required)
- Fluent in English (Required)
Work Location: In person
