Desktop Support Engineer (Level 2)

NSC Global; Burnaby; On-site; CAD 60,000 - 80,000; Full time

Job summary

A technology support company in Metro Vancouver is seeking a Desktop Support Engineer to manage computer systems and assist users. Responsibilities include troubleshooting and resolving issues, maintaining hardware and software, and providing excellent customer service. The ideal candidate should have experience with Microsoft and Mac OS X, alongside exceptional communication and problem-solving skills.

Qualifications

• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Microsoft and Mac OS X.
• Extensive application support experience.

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.
• Build rapport and elicit problem details from help desk customers.

Skills

Mac OS

Active Directory

Desktop Support

Computer Networking

Mobile Devices

Windows

Remote Access Software

SCCM

Help Desk

Operating Systems

Remedy

Troubleshooting

Education

Associates degree in a related area

Job description

Overview

NSC Global is currently looking for a Desktop Support Engineer to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises helping them become more agile create commercial advantage and build quality through design deployment support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London UK. Please review our website at more information on our organization.

Responsibilities

Maintains analyzes troubleshoots and repairs computer systems hardware and computer peripherals. Documents maintains upgrades or replaces hardware and software systems. Supports and maintains user account information including rights security and systems groups. May require an associates degree in a related area or 5 years of experience in the field or in a related area. Familiar with a variety of the fields concepts practices and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

Position Description

• 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.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates drivers knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level including installing and upgrading software implementing file backups and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow‑ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position

Qualifications

Knowledge & Experience

• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Microsoft and Mac OS X
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organizations goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills with a focus on rapport‑building listening and questioning skills.
• Strong documentation skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation.
• Experience working in a team‑oriented collaborative environment.

Soft Skills

• Thought Process : Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the clients business problems and deliver solutions and recommendations to solve.
• Interpersonal : Excellent customer service technical organizational and communication skills in person and on the phone; effective listening and team orientation. Able to persuade influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.
• Physical : Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.

Key Skills

Mac Os,Active Directory,Desktop Support,Computer Networking,Mobile Devices,Windows,Remote Access Software,SCCM,Help Desk,Operating Systems,Remedy,Troubleshooting

Employment Type

Employment Type : Full-Time

Experience

Experience : years

Vacancy

Vacancy : 1