IT Services and Technology Solutions in Guatemala | HCL Technologies

Guatemala

HCL Technologies in Guatemala

HCL launched a research facility in Guatemala in 2009 in partnership with one of the largest Americas-based global corporations. Since then, HCL has expanded its footprint in the region through customer engagements, partnerships, corporate initiatives, and investments. HCL today employs over 2,300 employees in Guatemala City.

We were one of the first technology organizations to place strong, steady emphasis on diversity and inclusion. As a result in Guatemala and all our locations, we’re proud to report our efforts are having an impact, with a workforce that is 99% Guatemalan.

HCL Technologies helps companies in Guatemala map and navigate transformational journeys, fueling the way with deep capabilities in cloud, artificial intelligence, and data analytics. We offer services and products through three business units: IT and Business Services (ITBS), Engineering and R&D Services (ERS) and Products & Platforms (P&P). Our proven three-pronged approach can play holistically in a client’s overall strategy, or contribute individually to an independent growth strategy.

With key operations in Guatemala, HCL Technologies has established itself as a preferred partner for many businesses in this region. Clients in banking, telecommunications, media and entertainment, manufacturing, government, and other verticals turn to HCL for essential services:

We deliver these capabilities using the best frameworks and technologies, such as process consulting, robotic process automation, AI/ML, and analytics. As a result, our customers in this region benefit from greater operational efficiency, tighter automation, improved service levels and richer customer experience.

HCL has transformed the business environment in Guatemala through our world-class global technology and teams. We make digital shared services available across many industries, and our customers in the region benefit from HCL language, talent, and cost advantages.

HCL invests heavily in training and workforce development programs to help local employees develop digital skills. To reinforce our commitment to Guatemala's future workforce, we've partnered with leading academic institutions around the country to further support employee development.

We are dedicated to fostering a culture of diversity, inclusion, equity, and belonging at HCL. As an equal opportunity employer, we uphold our principles by ensuring every workplace is welcoming to everyone.

About HCL Technologies

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are based on four decades of innovation, with a world-renowned management philosophy, strong culture of invention and risk-taking, and a relentless focus on customer relationships.

HCL takes pride in our many diversity, social responsibility, sustainability, and education initiatives. Through a worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 211,000 “Ideapreneurs” across 52 countries, HCL delivers holistic technology services to leading enterprises in many industry verticals, including 250 of the Fortune 500 and 650 of the Global 2000.

The company’s DNA of grassroots innovation, ingrained culture of co-innovation, and our tradition of going beyond what is expected to create customer value clearly differentiates HCL. This all comes together to give us a distinct advantage in creating business value in the connected, digital world.

Along the way, we’ve been recognized for our culture and our achievements. Bloomberg included HCL in the Gender Equality Index for moving the needle on equality for all. We have been named as one of Europe’s top employers, among the World’s Best Employers in Forbes 2020 and 2021 Best

revenue

211,000

Employees

nationalities

157+

Nationalities

countries

52

Countries

Ideapreneurs

US$ 11.79 bn

Revenue

Unique Culture and Competitive Benefits

Employees at HCL Technologies are at the forefront of innovation, thanks to the unique culture we call "Ideapreneurship." Our management team firmly believes in the importance of employee trust and developed the company from that foundation.

Today our teams innovate and collaborate with one another and with customers to seed, cultivate, and harvest ideas. Every day, these HCL Ideapreneurs arrive dedicated and prepared to learn about our customers' businesses and help them imagine and create their futures.

To achieve maximum results, we know we must focus on the "value zone" in every client engagement. While providing extensive training and on-the-job coaching, we encourage our employees to try new things and give them the flexibility to explore, grow, and experiment. Our teams take pride in their passion and commitment to go above and beyond, and we celebrate this collective feeling in our culture.

overview

We invite you to explore current opportunities to work with us in Guatemala and join the 211,000 HCL Ideapreneurs thriving across 52 countries.

Together, let’s see how far we can go building on the values of innovation and trust.

With HCL Guatemala, you can expect:

Global career growth

Global career growth

Cross domain skilling and job mobility

Cross domain-skilling and job mobility

Focus on employee and community welfare

Focus on employee and community welfare

Transparent and structured rewards process

Transparent and structured rewards process

Flexibility that encourages work-life balance

Flexibility that encourages work-life balance

Current Openings

Location: Guatemala

Experience: 2+

Desired Skills: User Experience - SAP (Preferable)

Roles & Responsibilities

  • Work with clients sales team and other functions and continually offer input to innovate processes, systems, organization and culture to enhance end customer experience
  • Develop and manage the back office processes and tracking systems required to support and execute prompt and effective implementation of new client programs
  • Manage performance of OTC Customer Service Function and personnel through metrics that address quantitative, qualitative, and fiscal key performance indicators (KPI’s)
  • Provide leadership and assume responsibility for key support services including, but not limited to contact center support, training, procurement support services and production support services
  • Provide written documentation to appropriate team members and client addressing each facet of implementation for every project, to include an overall rollout plan, timelines, and project assignments

Key skills and experience required

  • Prior experience in  executing, and continually improving client facing operational strategies and back office processes.    
  • Strong analytical, problem solving, and project management skills
  • Excellent & consistent follow through skills
  • Ability to understand and drive improvement of processes           
  • Computer literacy to include advanced capabilities in tools such as Visio, Excel, pivot tables, and
    other web-based applications
  • Ability to multi-task and meet critical deadlines in a fast paced environment
  • Excellent presentation skills and comfort in leading small teams
  • Ability to interact effectively at all levels, both internally and externally
  • Ability to negotiate effectively delivering “win-win” results
Apply now

Location: Guatemala

Experience: 2+

Desired Skills: User Experience - SAP (Preferable)

Roles & Responsibilities

  • Participates in design of call/email monitoring formats and quality standards.
  • Performs call/email monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Coaching and Feedback for teams.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Prepares and analyzes internal and external quality reports for management staff review.

Key skills and experience required

  • Worked in a Quality role in previous stint
  • Focus on quality and customer service
  • Must have quality experience for 3 years
  • Experience in one or multiple functions will be preferable -
  • MDM
  • Order Management
  • Supply Chain / Procurement
  • AR Good analytical skills
  • Ability to understand the process
  • Must be able to effectively deal with people at all levels inside and outside of the Company                   
  • Excellent MS Office skills especially in Excel, PowerPoint, Visio, etc.

 

Apply now

Location: Guatemala

Experience: 2+

Desired Skills: User Experience - SAP (Preferable)

Roles & Responsibilities

  • Work with cross-functional teams (may include end client representatives) to analyze requirements (changes in existing processes and workflows), identify solutions and plan for process transitions or migrations.
  • Conduct due diligence/ feasibility related activities at client site and be able to comprehend business related activities of the client and then document these in the form of a due diligence report along with recommendations and next steps
  • Ensure adherence to project plans, documentation requirements and project timelines;
  • Liaise with business lines and functions (operations, HR, Learning and Development, Operations, Risk & Compliance, Information Security, Planning &MI and IT) on training, recruitment and system requirements for projects;
  • Track project implementation, risks and concerns and publish periodic status updates and reports;
  • Assist Programme Manager(s) with project status updates for medium to large scale process transition or migration project plans; Resolve project related issues as well as look to provide relevant solution.
  • Facilitate negotiations of service level agreements and KPIs between teams, the end-client and business lines and functions, owning them till the transition or migration is completed.
  • Publish detailed MI for the team on project implementation, quality, risks and concerns. Participate in documentation of various Bid related activities and responses to RFPs as and when required
  • Contribute in improving current practices of the Projects team and be able to participate diligently in any internal related projects
  • Work towards improving stakeholder relationships and ensure that stakeholder/ customer satisfaction scores are high

Key skills and experience required

  • Prior experience in managing similar large scale projects and senior stakeholders for a Finance process for a BPO                          -
  • Good communicator, as the role requires extensive interaction with the clients;
  • Strong Project Management skills, as most migrations are complex projects that require expert management skills;
  • Comfortable in working in a cross-cultural environment, as most often, the donor teams are based overseas;
  • Strong experience working in all project / Transition life-cycles
  • Strong People and Client Management Skill
  • Creative/innovative: proposes system improvements and offers alternative solutions to the different problems that may appear and proactively seeks solutions to improve processes and applications
  • Good ability to anticipate issues and formulate remedial actions.           
  • Experience with project management tools
  • Prior experience working with process mining tools
  • Excellent MS Office skills especially in Excel, PowerPoint, Visio, etc.
Apply now

Location: Guatemala

Experience: 6-12 months

Positions: 60

Desired Skills:

  • High school degree
  • Strong active listening skill and verbal communication
  • Adept to problem-solving and conflict resolution
  • Ability to multitask, manage time, and prioritize
  • 85% English level (written and spoken)

Roles & Responsibilities

  • Adherence to process to ensure high quality and customer service
  • First call resolution
  • Client queries resolution
  • Involvement in motivational activities, implementing feedback given during monitoring sessions.
  • Updating of various logs like escalation log, complaint tracker etc.
  • Ensuring data security - proprietary data of customers

Required Technical and Professional Expertise

  • 6-12 months of experience,in customer service at the BPO / Callcenter industry
Apply now

Location: Guatemala

Experience: 1-2 Years

Positions: 50

Skills:

  • 85% of English (US, Canada and Mexico Support)
  • Flexible schedule
  • Excellent communication skills and ability to work on a team

Roles & Responsibilities

  • Understanding client policies and guidelines, and making decisions based on them
  • Reviewing user reports regarding website news/feed content
  • Tagging or labeling content to appropriate categories
  • Identifying improvement opportunities in workflow and suggesting solutions
  • Liaising effectively with other internal and client teams.
  • Able to deal with sensitive situations and malicious content online (text, images, video)
  • Ability to be objective instead of subjective
  • Capable of being emotionally resilient and
  • Critical thinking and investigative skills
  • Ability to adapt to on-the-fly situations and process changes
  • Not afraid to ask for a 2nd opinion or help a teammate with a decision; does not work in a silo
  • Excitement about and knowledge of social media communities and culture
  • Can recognize common internet slang and memes and able to keep up with what is popular
  • Understanding of social media content creation and the impacts it can have once public
  • Review submissions based on global guidelines with provided content
  • Enforce requirements and process
  • Provide outreach to clients via scripted communications
  • Investigate and validate complaints
  • Process content removal as needed
  • Identify trends and provide feedback to the team
  • Supports internal requests as needed
  • Provide support as needed to trainers and PMs"

Required Technical and Professional Expertise

  • 1- 2 years of CSR experience
  • Ability to handle large amounts of user generated content
Apply now

Location: Guatemala

Experience: 1-2 years

Positions: 22

Skills:

  • High school degree
  • Strong active listening skill and verbal communication
  • Adept to problem-solving and conflict resolution
  • Ability to multitask, manage time, and prioritize
  • 85% English level (written and spoken)

Roles & Responsibilities

  • Reviews aging reports to understand status of aging of the portfolio.
  • Responsible for making outbound collection calls and/or correspondence in a fast paced goal oriented department.
  • Ensure notes are up to date and clearly documented in Value+, Smart Collect Tool and eA.
  • Maintains call logs and expected payment dates.
  • Resolves billing issues that have resulted in delinquent payment.
  • Provides follow-up with customers when expected payment has not been received.
  • Monitor/collect open cash equipment receivables within agreed payment terms.
  • Responsible for contacting customers when placing accounts on hold for receivables 60+ days outstanding and removing from hold once resolved.
  • Investigate and resolve all internal billing issues with customer or internal departments.
  • Establishes and maintains excellent working rapport with internal and external customers.
  • Works in partnership with other departments to establish and maintain criteria needed by customer to enable payment.
  • Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments.
  • Maintain an effective follow-up process to ensure the completion of commitments to customers.
  • Responsible for completing the total amount of tasks assigned by management and working platforms
  • Review bankruptcy notices to determine which accounts/receivables are affected and communicate to A/R Manager.
  • Accountable for reducing delinquency and removing internal obstacles that may be causing delays in payment.
  • Work the dispatch queue to add/remove credit hold for services and supplies.
  • Monitor AR Mailbox to resolve customer inquiries are required.
  • Other duties as assigned by manager.

Required Technical and Professional Expertise

  • Strong problem solving/reconciliation ability in order to resolve complex billing issues and handle problematic accounts.
  • 2+ years high volume corporate collection experience.
Apply now

Location: Guatemala

Experience: 3-5 years

Positions: 1

Skills:

  • Language proficiency English 85%- Spanish Native
  • Experience of the OtC process
  • Problem solver and can-do attitude
  • Comfortable with new technology
  • Leadership skills
  • Understands EM products, market offer
  • Customer satisfaction oriented
  • Sense of urgency and problem-solving skills
  • Fast learner
  • Excellent communication and interpersonal skills at all organizational levels
  • Able to work as part of a team in a fast paced and pressured environment
  • Good time-management skills

Roles & Responsibilities

  • Responsible for team performance and productivity
  • Issue resolution, job monitoring
  • SLAs and Operational Metrics measurement, follow up and communication
  • Lead transformation and process transformations • Leverage empowered role to promptly resolve team issues
  • Provides visibility and attention to unresolved customer and agents inquiries,
  • Proactively sharing best practices and process efficiencies
  • Update and Maintain documentation
  • Advocates for process improvemntes and continuously seek opportunities for low-effort customer experiences

Required Technical and Professional Expertise

  • Customers mangement
  • AA, OF, CXP, AR and Billing Process Experts
  • Managers
  • Sales Solid computer skills, especially MS Excel, Medium to advance.
Apply now

Location: Guatemala

Experience: 1-2 Years

Positions: 20

Skills:

  • Language proficiency English 85%- Spanish Native
  • Experience of the OtC process
  • Problem solver and can-do attitude
  • Comfortable with new technology
  • Leadership skills
  • Understands EM products, market offer
  • Customer satisfaction oriented
  • Sense of urgency and problem-solving skills
  • Fast learner
  • Excellent communication and interpersonal skills at all organizational levels
  • Able to work as part of a team in a fast paced and pressured environment
  • Good time-management skills"

Roles & Responsibilities

  • Expediently manage and resolve customer OTC enquiries in line with the SLAs
  • Responsible for a portfolio of customers within defined line of business(es) and geography
  • First point of contact for customer enquires including, complaints, claims, product returns, order status.
  • Leverage empowered role to promptly resolve customer issues without unnecessary involvement of other parties (e.g. Sales)
  • Provides visibility and attention to unresolved customer enquiries, proactively updating customer and flagging attention to workflow resolvers / contributors.
  • Advocates for the customer and continuously seek opportunities for low-effort customer experiences

Required Technical and Professional Expertise

  • Customers mangement
  • AA, OF, CXP, AR and Billing Process Experts
  • Managers
  • Sales Solid computer skills, especially MS Excel, Medium to advance.
Apply now

Location: Guatemala

Experience: 3+

Positions: 2

Qualifications: Bachelor’s Degree or equivalent

Skills:

  • Two-year minimum technical pre-sales or technical architecting experience

Other Requirements

  • Minimum 90% English proficient
  • Excellent consultative communication skills with an ability to articulate technology and strategy to high-level executives
  • Proficient in Microsoft office applications
  • Technical background, with previous experience in IT services and products, managed print services, cloud computing or IT consulting
  • Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
  • Experience in solution architecting, service delivery management or other IT related business functions
  • Relevant Microsoft / Technology based Certification (Security+, Network+)

Roles & Responsibilities

  • Purpose: The Solution Archtect plays a vital role in the pursuit of new business, understanding the client’s requirements to craft winning and deliverable solutions that are commercially acceptable to the customer. As the solution leader from start to finish (request for proposal to implementation) of a Managed Print Services (MPS) solution design, the Solution Architect identifies requirements, shapes the solution, determines costs and potentially uncovers incremental client needs to satisfy business requirements.
  • In today’s digital age, the overall MPS solution often goes beyond print to include other services such as document management, communication services, and workflow automation. The Solution Architect must understand all of these potential components and also possess an intimate knowledge of the overall Services Delivery model from Strategy to Design to Transition to Operation. Because the Solution Architect is responsible for the complete solution design including all of the services, software, hardware and costs.

Required Technical and Professional Expertise

  • Experience required: Support the pre-sales phase of deal pursuit. Assist with the preparation and delivery of MPS contract proposals, bids, and tenders.
  • Serve as the solution design authority obtaining subject matter expertise from appropriate groups where requirements demand.
  • Design an innovative total service solution, and where required, can manage the work of different specialists, including partners and third parties, contributing to the design and implementation.
  • Ensure the solution architecture of the component parts (services and technology catalog) deliver a highly competitive, compelling and attractive proposition to the client from the perspective of differentiated price and value, functional deliverables, and security compliance.Define the approach to solution development, controlling scope and the work of the solution design team to ensure an acceptable cost structure. Able to articulate the entire solution architecture to a client or partner on a technical and business level, clearly identifying benefits and risks.
Apply now

Location: Guatemala

Experience: 3+

Positions: 2

Skills:

  • Degree in Computer Science or Bachelor degree in Information Technology, Mechanical engineering or Electronics.
  • Diploma of Technical Training, such as:
    • CompTIA Certification
    • Cisco CCNA Certification
    • Certification in Microsoft Servers and Active Directory, Linux or Mac OS Servers

Roles & Responsibilities

  • The Escalated Software Support (ESS) provides second level support to Xerox clients with related incidents for Office printers and Digital Front End.
  • Advice and assist users solving problems related to software and configuration, using the defined channels of service (telephony system, chats, video chat).
  • Uses knowledge database tools and his experience in order to provide technical support.
  • He is responsible to follow open assigned cases with the customer performing troubleshooting steps, asking probing questions and research to find different solutions to solve the problem in a timely manner.
  • Representative needs to investigate root cause of the problem and is expected to improve the knowledge databases.
  • The role also needs to register all the steps and interactions with the customer in the designated systems.
  • In some cases, he will install new printers, configure printers on network or customer environment, installs and configures new software or upgrade the existing one and maintain/ ensure the proper function of Office Devices according to customer’s environment, scanners or Network Printers.
  • Must be comfortable troubleshooting common issues including but not limited to printing, copying, faxing, scanning and producing images and other printer-related issues.
  • As a professional, he will assist in resolving underlying problems with the network and servers.
  • The role requires to keep updated with the training activities of new software, new equipment releases and other equipment.
  • It is their responsibility to install any new software and upgrade the existing one.
  • They should have a good understanding of laser printer and their components as well.

Required Technical and Professional Expertise

  • Experience with call handling, remote technical support or similar role. (Technical Support is a must)
  • Minimum of 4 years of experience providing IT, mechanicals and /or electronics support in an Enterprise environment (Field and/or remote support) (Knowledge on Printing devices is a plus)
  • Experience and proficiency updating, changing or modifying settings with Operating systems (Windows/Linux/Mac OS) and Microsoft Active Directory
  • Must be able to solve problems, read and comprehend technical information.
  • Experience with remote desktop applications and help desk software.
Apply now

Location: Guatemala

Experience: 1+

Positions: 2

Skills:

  • At least 2 years of experience in Technical Support Specialist roles
  • Fluency in English (90%)
  • Minimum of 6 months working in supporting electro-mechanical devices
  • Skill and competency at providing professional phone support.
  • Experienced at troubleshooting known/unknown technical queries
  • Able to be self-aware and conscientious of meeting all personal, team, & organization metric targets.
  • Able to maintain and project a helpful and courteous attitude in any circumstances.

Roles & Responsibilities

  • Reporting to the Team leader, the Remote Technical Customer Support Specialist will provide support to customers, field engineers and business partners engineers for escalated issues.
  • There is a strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction.
  • Close liaison with the Next Level Technical Escalation team, engineering groups and in country technical support staff is the norm. The role calls for a highly motivated person with strong technical knowledge and excellent customer skills.
  • Receive direct client contacts (phone, video chat, web portal, email), triage, and provide remote client assistance to solve the issue directly if possible
  • Talk to client and understand client problem, through any means of technology provided
  • Use all available tools, Knowledge bases or any other resource available to resolve client-reported problems

Required Technical and Professional Expertise

  • A good and detailed knowledge of the Xerographic process or ability to learn within 3 months.
  • A good and detailed knowledge of Color Printing Theory or ability to learn within 3 months
Apply now

Location: Guatemala

Experience: 3+

Positions: 2

Skills:

  • 5 to 10 Years industry experience in product support (Field and / or remote support) for IT industry (Printing devices is a plus)
  • Previous experience writing documentation and procedural materials for multiple audiences

Roles & Responsibilities

Summary

The Knowledge Content Management is responsible for adding and/or maintaining any knowledge base content of existing or upcoming products in multiple platforms, to help the support team and customers have the most updated information about the products.

  • Manage all content creation across multiple platforms.
  • Develop comprehensive documentation that meets organizational standards
  • Edit and revise content, research, outline, write, and edit new and existing content, working closely with various departments to understand project requirements
  • Meets with other content managers and content creators in order to ensure that content and topics are appropriately addressed and discussed
  • Submit requests to complete the translations of different languages for articles in the knowledge base.
  • Revises, edits, or updates instructions, technical information, based on received feedback
  • Create and modify articles based on the calls that the support team receives for specific products.
  • Make sure to receive any required documentation to meet deadlines for product launches.
  • Develop and maintain detailed databases of appropriate reference materials.
  • Creates, adapts, and follows project schedules and deadlines

Required Technical and Professional Expertise

  • Diploma or Training or Certification or Bachelors in IT
  • Diploma or Training or Certification in MS Office tools
  • Excellent verbal and written communication skills, with a keen eye for detail
  • An appreciation for quality content and the ability to create it.
  • Ability to quickly grasp complex technical concepts and make them easily understandable in text, graphs and diagrams.
  • Basic technical knowledge of MS Office and WordPress.
  • Knowledge base management or interaction.
  • IT Operations and Support.
  • Problem resolution skills.
  • Customer service and technical support.
Apply now

Location: Guatemala

Experience: 4+

Positions: 1

Skills:

  • Creating and managing Tickets while meeting or exceeding SLA targets
  • Enforcing adherence to defined FIRST engagement process
  • Updating/Maintaining AAA and Simple Workflow Software Engagement forms as required
  • Fluency in English (90%)

Roles & Responsibilities

Summary The FIRST Technical Architects provide pre-sale consultation to the sales organization for AAA and Simple Workflow solutions. The FIRST Technical Architect selects the appropriate solution that best meets the customer requirements. The TA will adhere to the VEP process for all 3rd party software and will only offer solution design for Client and Client approved 3rd party solutions.

Pre-Sales Bid Submission Phase:

  • Act as a Technical SME
  • Enforce VEP approval process and adhere to its guidelines.
  • Determine if the solution is in scope
  • Comparing requirements to features and capabilities of various offerings
  • Validate request form received from the FIRST portal.
  • Propose/define solution to sales based on requirements.
  • Design Solution.
  • Quote licenses and Professional Services for Xerox Solutions. (XWS/XWC)
  • Attend sales calls to review solution.
  • Provide a demo if requested.
  • Provide input to SOW.
  • Support responses to RFP/RFQ involving in scope solutions

Post-Signature Phase:

  • Redirect sales rep to Software implementation Form/3rd party vendor to get a resource assigned to the install.
  • Redirect sales/customer resources to correct post sales resources as required.

Required Technical and Professional Expertise

  • Creating and managing Tickets while meeting or exceeding SLA targets
  • Enforcing adherence to defined FIRST engagement process
  • Updating/Maintaining AAA and Simple Workflow Software Engagement forms as required.
  • Work collaboratively with other members of the SDCOE
  • Provide final solution deign complete with recommended components to order and pricing recommendations based on standard published price lists and quotes for approved 3rd party vendors.
  • Deliver Demos once solution design is complete.
  • Provide input to the SOW
  • Delivery of SME based training to sales resources (when approved by FIRST leadership)
Apply now

Location: Guatemala

Experience: 5+

Positions: 2

Skills:

  • Excellent communication skills with an ability to articulate technology and strategy to high-level executives
  • Clear written and oral English skills (C1/C2 in English)
  • A proven track record in complex technology based outsourced business, having worked in technical architecting, service delivery management or other IT related business functions
  • Sound experience in designing technology based services in response to clients key business drivers
  • Demonstrates creativity and innovation in your work to benefit customers/end users.
  • Demonstrated analytical and problem solving skills
  • Ability to analyze issues and find resolution to problems by using a rational and systematic approach
  • Strong interpersonal and teamwork skills
  • Demonstrates a strong team ethic with the ability to build relationships and work effectively in large and small teams.
  • Proficient in the English language

Roles & Responsibilities

  • Supports the presales phase of deal pursuit including preparation and delivery of service contract proposals, bids and tenders.
  • Responsible for all components input to technical design as well as to qualification and business approval meetings.
  • Shapes and architects technical proposals working with partner(s) where relevant.
  • Defines the approach to technical development, controlling scope and the work of the technical design team in order to ensure an acceptable cost structure.
  • Establishes customer requirements for the technical elements of a service, building strong relationships with relevant internal stakeholders, customer IT organizations and partners.
  • Designs innovative technical solutions, within the context of the total service solution where required.
  • Manage the work of different specialists including partners and third parties—contributing to the design and implementation team to ensure an acceptable cost structure.
  • Co-ordinates and engages the supporting shared services (e.g. Global Delivery Centres) and service delivery team—as well as partner input where relevant—to develop seamless end to end technical architecture for customers.
  • Provides continuous feedback to stakeholders as input for improvements.
  • Shares knowledge with colleagues to make a useful contribution to the Corporation’s knowledge.
  • Updates and improves standard Technical Architect methodologies based on learning and customer requirements/feedback.

Required Technical and Professional Expertise

  • Bachelor's Degree in Computer Science, MIS, Engineering or related
  • Intermediate to advanced skills with Microsoft office suite (Word, Excel, Outlook, PowerPoint, Visio & MS Project)
  • Relevant professional qualifications (e.g., ITIL, TOGAF,)
  • Microsoft / Technology based Certification (Security+, Network+)
  • Proficient in the second language (French, Portuguese, etc.)
Apply now

Location: Guatemala

Experience: 3+

Positions: 20

Skills:

  • Strong software technical support skills
  • High Degree of technical competency or knowledge in one of the following areas: IT Fundamentals, Operating Systems, Desktop Applications or Networking.
  • Clear written and oral English skills (C1/C2 in English)
  • Ability to communicate with empathy
  • A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
  • Good documentation skills

Roles & Responsibilities

  • Provide remote escalated support to customer in the US and Canada
  • Handle inbound calls from field support engineers.
  • Resolve issue and properly communicate to customers using available channels: emails, phone calls, etc.
  • Redirect calls to field engineering support if required
  • Resolve tickets and assigned tasks within stipulated SLAs
  • Simulate customer issues, troubleshoot and provide resolution to customers
  • Troubleshoot/Configure devices remotely
  • Activities included but not limited to identification of issues at system level (hardware, software)
  • Use knowledge bases effectively to resolve tickets and also contribute with new articles and information for knowledge bases

Required Technical and Professional Expertise

  • Diploma, Certification or Relevant Training in Electrical, Electronics, Instrumentation or Mechanical fields
  • Diploma, Certification or Relevant Training in SQL, DB Administration, Servers or Computer Science
  • VMware, Storage, NetAPP, CISCO or Linux experience.
  • Industry standard certificate – Comp TIA A+, Network +, Cisco CCT, Microsoft MOS, MTA or MSCA
  • Solid documentation experience.
Apply now

Location: Guatemala

Experience: 1+

Positions: 30

Skills:

  • Clear written and oral English skills (C1/C2 in English)
  • Skills and competency providing professional phone support
  • Ability to communicate with empathy
  • A strong aptitude and interest in developing detailed product knowledge to a Specialist level.
  • Good documentation skills

Roles & Responsibilities

  • Provide remote support to customer in the US and Canada
  • Handle inbound calls from customers.
  • Resolve issue and properly communicate to customers using available channels: emails, phone calls, etc.
  • Redirect calls to specialist support if required
  • Resolve tickets and assigned tasks within stipulated SLAs
  • Use knowledge bases effectively to resolve tickets

Required Technical and Professional Expertise

  • Prior experience working in a technical call center, providing support for Hardware Products: Printers, ACs, Computers, Elevators, phones, game consoles or any other electromechanical product.
  • Solid documentation experience.
Apply now

Location: Guatemala

Experience: 5+

Positions: 2

Skills:

  • Excellent communication skills with an ability to articulate technology and strategy to high-level executives
  • Clear written and oral English skills (C1/C2 in English)
  • Technical background, with previous experience in IT services and products, cloud computing or IT consulting.
  • Experience in solution architecting, service delivery management or other IT related business functions
  • Demonstrated analytical and problem-solving skills
  • Strong interpersonal and teamwork skills
  • Proficient in the English language

Roles & Responsibilities

  • Support the pre-sales phase of deal pursuit including contract proposals, bids, and tenders.
  • Manage the work of different specialists, including partners and third parties, contributing to the design and implementation.
  • Ensure the solution architecture of the component delivers a highly competitive, compelling and attractive proposition to the client from the perspective of differentiated price and value, functional deliverables, and security compliance.
  • Define the approach to solution development, controlling scope and the work of the solution design team to ensure an acceptable cost structure.
  • In concert with sales, develop the Statement of Work (SOW) to ensure that all solution design principles are included with the SOW document.
  • Ensure that assumptions, dependencies, responsibilities, rate and pace of transition/transformation and any other contractual terms to ensure that the best interests of both the Corporation and the client are preserved.
  • Co-ordinate and engage the supporting shared services and service delivery teams to develop seamless end to end solution architecture for customers.
  • Provide ongoing feedback to stakeholders as input for improvements.
  • Shares knowledge with colleagues to make a useful contribution to the Corporation’s knowledge.
  • Updates and improves standard Solution Architect methodologies based on learning and customer requirements/feedback.

Required Technical and Professional Expertise

  • Bachelor's Degree in Computer Science, MIS, Engineering or related
  • Intermediate to advanced skills with Microsoft Office suite (Word, Excel, Outlook, PowerPoint, Visio & MS Project)
  • Relevant professional qualifications (e.g., ITIL, TOGAF)
  • Microsoft / Technology based Certification (Security+, Network+)
  • Proficient in the second language (French, Spanish, Portuguese, etc.)
Apply now

Location: Guatemala

Experience: 3+

Positions: 8

Skills:

  • Requires relevant expertise in a professional, sales or technical area typically gained through formal education.
  • Basic knowledge in project management
  • Ability to participate in application design meetings and analyze user needs to determine technical requirements.
  • Skill in Write technical specifications based on conceptual design and stated business requirements
  • Strong Skills in to prototype, refine, test, and debug programs to meet needs an/or resolve technical issues on existing applications.

Roles & Responsibilities

  • Majority of time is spent on:
  • Performing technically based activities.
  • Contributing to and managing projects.
  • Utilizing analytical ability to solve problems and make recommendations.
  • Leveraging relationships by interfacing with and influencing key stakeholders.
  • Work is primarily achieved by individual or through project teams, utilizing area(s) of expertise to achieve results.
  • Typically requires college / university degree.

Required Technical and Professional Expertise

  • Requires knowledge and experience in its own discipline; still acquiring higher level knowledge and skills.
  • Experience building knowledge of the company, processes and customers.
  • Able to solve a variety of simple problems.
  • Ability to analyze possible solutions using standard procedures.
  • Ability to work with a moderate level of guidance and direction.
Apply now

Location: Guatemala

Experience: 3+

Positions: 8

Skills:

  • Requires relevant expertise in a professional, sales or technical area typically gained through formal education.
  • Basic knowledge in project management
  • Ability to participate in application design meetings and analyze user needs to determine technical requirements.
  • Skill in Write technical specifications based on conceptual design and stated business requirements
  • Strong Skills in to prototype, refine, test, and debug programs to meet needs an/or resolve technical issues on existing applications.

Roles & Responsibilities

  • Experience utilizing a consultative approach while interacting with customers and appropriate representatives to analyze, validate, specify, verify, document, and manage the requirements.
  • Current enterprise-class infrastructure and system engineering experience with Windows/SQL and cloud-based platforms.
  • Experience in automation or script development.  Powershell preferred.
  • Working knowledge of networking protocols and components.
  • Experience in call center environments preferred.
  • Experience designing and implementing High Availability, Active/Active, and Disaster Recovery solutions.
  • Experience working on a matrix team consisting of a variety of infrastructure engineers, development teams, and client relationship teams.
  • Strong customer service skills with a high level of professionalism and the ability to work with complex designs and situations.
  • Proven ability to collaborate remotely.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Keen attention to detail.
Apply now
Apply now

Apply now

HCL provides software and services to U.S. Federal Government customers through its partner ImmixGroup, Inc. Please contact ImmixGroup, Inc. at HCLFederal@immixgroup.com

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HCL GUATEMALA, Sociedad Anónima

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Sótano Uno, Guatemala

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Zone 10, Guatemala

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