Desk Side Support Engineer Level 2
Desk Side Support Engineer Level 2
Posted on :
16-03-2025
Employer Active
1 Vacancy
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Job Description
Overview
NSC Global (Cisco Gold Partner) provides global network implementation and support solutions to worldclass organizations delivering cost savings and operational simplicity. NSC Global is a 20yearold private company that delivers tailored solutions to over 50 of the worlds leading multinational enterprises outsourcers and service providers.
NSC Global is currently looking for aDesk Side Support Engineer (Level 2to 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 problemsolving 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 highend 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 enduser devices
- Proficient knowledge in Ticketing software
- Microsoft Office & Office 365 applications
- PCLaptop hardware
- PCLaptop 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
- PCLaptop OEM Maintenance Certification
- CompTIA A Certification
- Microsoft Certified IT Professional (MCITP) certification in desktop area
- Microsoft Office Specialist (MOS) certification
Other:
- Italian C2 or native and English at least B2 level
- Eligibility to work in Italy
- Willingness to work fully onsite (Piazzale M.M. Burke 3 20020 ARESE (Milano) ITALY)
Employment Type
Full-Time
Key Skills
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