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