Desk Side Support Engineer

Overview

NSC Global
is a trusted IT services and solutions provider supporting some of the world’s largest enterprises in their digital transformation. We deliver innovative, scalable and secure technology solutions that keep businesses running smoothly across global environments.

To strengthen our onsite support teams,we are looking for
IT End User Support Technicians
who enjoy hands-on technical work and direct interaction with end users.

This is an onsite IT support role ideal for candidates with experience in end user computing. You will be the first point of contact for onsite technical issues, helping users resolve hardware and software problems and ensuring a smooth day-to-day operation.

Responsibilities

• 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 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.
• Ability to juggle time and resources to meet or exceed expectations

Qualifications

NATO/national security clearance - MUST HAVE

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

Language:

• Spanish (C2) and English