Desk Side Support Engineer Level 2

NSC Global

Posted on : 04-07-2025

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1 Vacancy

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Job Location

Trier - Germany

Monthly Salary

Not Disclosed

Salary Not Disclosed

Vacancy

1 Vacancy

Posted on : 04-07-2025

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 worlds 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

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

Employment Type

Full-Time

Company Industry

Key Skills

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About Company

NSC Global

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Desk Side Support Engineer Level 2

NSC Global

Job Description

Overview

Responsibilities

Qualifications

Employment Type

Company Industry

Key Skills

About Company

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