Desk Side Support Engineer

Nsc Global; Köln; Vor Ort; EUR 42.000 - 54.000; Vollzeit

Zusammenfassung

NSC Global in Köln is seeking a skilled IT Helpdesk / Support Engineer to handle end-user requests, document issues, and coordinate problem resolution. You will build rapport, gather detailed problem data, and ensure timely escalation when needed.

The role requires strong communication, organization, and customer service abilities. The ideal candidate has a 4-year degree in CS/engineering (MBO ICT 4) and at least 3 years in technical support, with experience in ticketing tools and Active

Qualifikationen

• 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.
• Experience with ticket handling tools and cross-team troubleshooting.
• Strong verbal communication skills and ability to document operations procedures.
• Excellent customer service and problem-solving abilities.
• Ability to interact with a diverse user base and stay organized.

Aufgaben

• Field incoming help requests from end users via phone and work orders in a courteous manner.
• Document all pertinent end user information and nature of problem.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems; escalate when required.
• Record and document the problem-solving process through to resolution.

Kenntnisse

Verbal communication

Customer service

Analytical skills

Organizational skills

Documentation skills

Problem solving

Ausbildung

Bachelor's degree in Computer Science / Engineering or related

MBO ICT 4 level

Tools

Active Directory

InTunes

MCSA Windows 10/11

Jobbeschreibung

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