Implementation Specialist – French speaker

Global Remote Implementation Specialist – French speaker, HCLTech

Lisboa, Lisboa, Portugal (Hybrid) / ERS / Full-Time or Part-Time 

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

We are on the lookout for a highly talented and self-motivated Global Remote Implementation Specialist to join us on our journey in advancing the technological world through innovation and creativity. 

Your Role & Responsibilities 

For our IT project, we are searching for a Global Remote Implementation Specialist, who will be responsible for working virtually with sales representatives, implementation coordinators and project managers/coordinators to support the pre-implementation and implementation process. This includes device connectivity and making sure devices are correctly set up and functional for customers to be able to utilize.

This specific role will be focused on…  

Pre- and Post-Implementation tasks

• Contribute directly to the sales revenue plan by configuring devices and enabling revenue recognition.
• Confirm delivery dates.
• Agree on client expectations.
• Engage all the resources needed to implement devices, avoid as many discrepancies as possible, and establish a trust relationship with customers to make them feel confident about the remote installation process.
• Provide remote training for end users.
• Provide follow-up with customer IT questions after installation.
• Provide problem resolution support related to devices recently installed and support SPAR installation and collection of error logs.
• Keep an open communication with the implementation team (Project managers, coordinators, transition team) to ensure installation sign off.
• Restore Configuration of recently implemented devices if necessary.

Technical Account Management tasks

• Gather network requirements (Remote), configuration guide, create clone files.
• Develop and present configuration guides for customers (Remote).
• Explore and determine possible information security issues.
• Install and configuration of Client Office devices.
• Configure and add devices to Client Software Solutions.
• Device testing once implemented.
• Coordinate with customers as soon as the equipment is delivered and networked.
• Troubleshoot during the implementation process (as needed).
• Manage complex implementations and resolve network issues (escalate if needed).
• Support the escalation process as needed.
• Implement office devices & solutions.
• Resolve technical issues during the implementation phase.
• Deploy Client devices and add solutions / Client applications as appropriate (Remote).
• Install drivers on client devices accordingly, up to three PC’s (PostScript/PCL/XPS).
• Test device features with end users once devices are fully configured (Remote).
• Save/maintain a configuration report after configuration is complete.
• Document configuration steps (Remote) and keep track of the devices installed.
• Obtain customer sign offs (Remote).
• Make sure all activities are closed.
• Responsible for initial configuration of the devices delivered to the customer’s site and perform as many tests as necessary, to ensure we are accomplishing client needs and expectations.

Adhoc tasks

• Provide remote training.
• Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Qualifications & Experience 

Minimum Requirements                                                                                                 

• From 2 to 3 years of work experience on IT related activities
• Language thresholds:
• French: B2 to C1 (advanced knowledge, able to easily communicate in written and verbal form)
• English B2 (intermediate knowledge)
• Strong knowledge of networking and infrastructure
• Knowledge on remote tools such as LogMeIn, WebEx or a VPN connection
• Deep understanding of network topology, device configuration and troubleshooting skills
• Previous knowledge of multi-function printing devices, basic configuration, troubleshooting and connectivity

Desired Qualifications 

• Preferred CompTIA certification
• Microsoft certifications related to networking