Desktop Support Engineer

Overview

NSC Global (Cisco Gold Partner) provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. NSC Global is a 20-year-old private company that delivers tailored solutions to over 50 of the world's leading multinational enterprises, outsourcers, and service providers.

NSC Global is currently looking for a Desk Side Support Engineer (Level 2) to join our growing company.

The Onsite Engineer provides end-user Onsite Support and will resolve issues that cannot be resolved remotely. Onsite support must lead to higher local resolution of incidents and requests, and improved productivity / improved customer satisfaction. All round IT professional with good communication skills, Maintains and build relationships with end-users on location.

Responsibilities

• IT professional with good communication skills

• Onsite involvement in hardware inventory tracking and registration of all assets used

• Perform onsite Installation, Moves, Adds and Changes (IMAC) as requested by users on sites.

• Providing a customer focused IT support to the business, ensuring a responsive and informed service and coordination of site related IT activities

• Active user interaction and handling of IT related user questions and issues during site visits.

• Coordination and resolution of local site issues and General & local facilities

• Identifying recurring incidents and be proactive in proposing resolutions to reduce the number of incidents, where possible (Local Incident) Mgt.

• Manage incidents on campus site level

• Organize productivity meetings on dispatch sites based on agreed schedule

• Field incoming help requests from end users via both telephone and work orders in a courteous manner

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

• Build rapport and elicit problem details from help desk customers

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

Other skills

• Ability to advise and to present to one or more customer staff.

• Monitor and control daily service call activity, utilization, inventory levels and service levels.

• Exceptional customer service

• Advanced knowledge in Customer Service Aptitude

• Resolving technical problems with hardware, software and connectivity.

• Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve

• Participate in the configuration and support of internal systems.

• Ability to work effectively with Logistics

• Adherence to assigned schedule

• Adhering to documented policies, procedures and processes for nsc that are specific to the service.

• Clear and concise documentation of all customer interaction within appropriate CRM tool.

• Able to function in a team environment

• Maintain knowledge levels as industry enhancements occur

• Support installation and implementation of connectivity and high-end systems products

• Continuous improvement of service delivery.

Qualifications

• Work Experience: More than 24 months

• Fluent German and advanced English

• Sound knowledge of:

− Advanced knowledge in Computer Hardware

− Advanced knowledge in Common Software applications

− Advanced knowledge in Microsoft Operating system

− Proficient knowledge in Printer Hardware

− Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices

− Proficient knowledge in Ticketing software

− Microsoft Office & Office 365 applications

− PC\Laptop hardware

− PC\Laptop peripherals, including printers

− Mobile devices

• Awareness of:

− Active Directory

− Exchange

− Apple OS

− Network and server hardware and components

• IT qualifications may include:

• A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +

• PC\Laptop OEM Maintenance Certification

• CompTIA A+ Certification

• Microsoft Certified IT Professional (MCITP) certification in desktop area

• Microsoft Office Specialist (MOS) certification