Desk Side Support Engineer (6 hours per day)

Nsc Global; São José dos Pinhais; On-site; BRL 34,000 - 55,000; Full time

Job summary

NSC Global is seeking an on-site IT End User Support Technician in São José dos Pinhais, Paraná. This four-hour-per-day role places you at the frontline, resolving hardware, software and connectivity issues and ensuring smooth daily operations for end users.

You will work closely with logistics and other teams, maintain documentation in the CRM, and deliver exceptional customer service while adhering to service levels and documented policies.

Qualifications

• Sound knowledge of advanced hardware, software apps and OS.
• Proficient in printer hardware and end-user peripherals.
• Experience with networking, VPN and connectivity for end users.
• Familiar with ticketing systems and IT service delivery.

Responsibilities

• Serve as first point of contact for onsite IT issues and assist end users.
• Monitor daily service activity and ensure adherence to service levels.
• Provide exceptional customer service and clear documentation in CRM.
• Troubleshoot hardware, software and connectivity problems.
• Assist in configuring and supporting internal systems.
• Collaborate with Logistics and other teams to meet schedules.
• Maintain knowledge of industry enhancements and best practices.

Skills

Advanced hardware

Advanced software applications

Microsoft Operating system

Printer hardware

Networking and VPN for end-user

Ticketing software

MS Office & Office 365

PC/Laptop hardware

PC/Laptop peripherals

Mobile devices

English (written and verbal)

Education

A+ Certification

CompTIA A+ Certification

Microsoft Certified IT Professional (MCITP)

Microsoft Office Specialist (MOS)

Tools

Ticketing software

MS Office 365

Job description

Overview

NSC Global is a trusted IT services and solutions provider supporting some of the world’s largest enterprises in their digital transformation. We deliver innovative, scalable and secure technology solutions that keep businesses running smoothly across global environments.

To strengthen our onsite support teams,we are looking forIT End User Support Technicianswho enjoy hands-on technical work and direct interaction with end users.

Role Overview

This is an onsite - FOUR HOURS PER DAY - IT support role ideal for candidates with experience in end user computing. You will be the first point of contact for onsite technical issues, helping users resolve hardware and software problems and ensuring a smooth day-to-day operation.

Responsibilities

• 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 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.
• Ability to juggle time and resources to meet or exceed expectations

Qualifications

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

Language:

• English (written and verbal) and Local language.