Desk Side Support Engineer Level 2

3 weeks ago

Frimley Surrey, United Kingdom Nsc Global Full time

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.

Responsibilities
  • 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

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
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