Desktop Support Engineer (Level 2)

Overview

NSC Global is currently looking for a Desktop Support Engineer to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises helping them become more agile create commercial advantage and build quality through design deployment support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London UK. Please review our website at more information on our organization.

Responsibilities

Maintains analyzes troubleshoots and repairs computer systems hardware and computer peripherals. Documents maintains upgrades or replaces hardware and software systems. Supports and maintains user account information including rights security and systems groups. May require an associates degree in a related area or 5 years of experience in the field or in a related area. Familiar with a variety of the fields concepts practices and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

Position Description

• 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.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates drivers knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level including installing and upgrading software implementing file backups and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow‑ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position

Qualifications

Knowledge & Experience

Personal Attributes

Soft Skills

Key Skills

Mac Os,Active Directory,Desktop Support,Computer Networking,Mobile Devices,Windows,Remote Access Software,SCCM,Help Desk,Operating Systems,Remedy,Troubleshooting

Employment Type

Employment Type : Full-Time

Experience

Experience : years

Vacancy

Vacancy : 1

#J-18808-Ljbffr