Desk Side Support Engineer Level 1
Desk Side Support Engineer Level 1
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Salary Not Disclosed
1 Vacancy
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 1) 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 12 months
Language: Fluent Dutch and English
CONTRACTORS WELCOME!
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
