Desk Side Support Engineer

Nsc Global; Köln; On-site; EUR 45,000 - 65,000; Full time

Job summary

NSC Global is seeking an experienced IT Help Desk Specialist to maintain, analyse, troubleshoot, and repair computer systems and peripherals in Köln. You will document issues, build rapport with users, prioritize requests, and escalate when needed. Strong communication and customer service skills are essential.

Qualifications include a 4-year degree in CS or related field, 3+ years in technical support, and credentials such as MCSA Windows 10/11 and Active Directory.

Qualifications

• Requires a 4-year degree in Computer Science, Engineering, or related discipline.
• Minimum 3+ years of technical support experience in a computer-related area.
• Experience with ticket handling tools and cross-team troubleshooting.
• Strong documentation and communication skills.
• Active directory, Windows 10/11, and basic networking knowledge.

Responsibilities

• Field incoming help requests from end users via phone and work orders.
• Document user details, problem nature, and remedies; build rapport with customers.
• Prioritize problems and escalate when needed to qualified technicians.
• Record and track the support process through to final resolution.

Skills

Customer service

Verbal communication

Documentation

Problem solving

Organizational skills

Interpersonal skills

Education

4-year degree in Computer Science or related discipline

MBO ICT 4 level

Job description

Overview

Maintain, analyse, troubleshoot, and repair computer systems, hardware and computer peripherals. Document, maintain, upgrade or replace hardware and software systems. Support and maintain user account information including rights, security and systems groups.

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

Qualifications

Professional knowledge and qualifications required:

• A 4-year degree in Computer Science, Engineering, or related discipline; (MBO ICT 4 level)

• 3+ years technical support experience in a computer-related area
• Ticket handling tools/cross team troubleshooting
• Strong verbal communication skills, including the ability to document operations procedures
• Strong customer service skills and the ability to deal all types of customer service requests
• Good analytical, communication, problem solving, and organizational skills

• Ability to effectively interact with a diverse user base
• Highly organized, result oriented, self-motivated and proactive
• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Microsoft
• Good understanding of the organization's goals and objectives.

• Exceptional interpersonal skills, listening, and questioning skills.
• Strong documentation skills.
• MCSA Windows 10 / 11
• Knowledge of InTunes
• Active directory

• Network essentials
• Driver's license and own car to visit off-site locations (Leverkusen, Düren)
• German / English speaking writing

Preferred Certifications