Desk Side Support Engineer Level 2

Job title:

Desk Side Support Engineer Level 2

Company:

NSC Global

Job description

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

Expected salary

Location

Trier, Rheinland-Pfalz

Job date

Sat, 05 Jul 2025 00:57:39 GMT

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