Desk Side Support Engineer

Nsc Global; Madrid; Presencial; EUR 28.000 - 38.000; Jornada completa

Descripción de la vacante

NSC Global is seeking a Desk Side Support Engineer to join onsite IT support teams in Madrid. You will be the first point of contact for end-user technical issues, resolving hardware and software problems and ensuring smooth daily operations.

The role emphasizes hands-on support, customer service excellence, and collaboration with internal teams to maintain service levels and implement connectivity solutions.

Formación

• Experience in end-user computing and onsite IT support.
• Strong customer service orientation and communication skills.
• Ability to document all customer interactions in a CRM system.
• Proficient in configuring and troubleshooting end-user hardware, software, and connectivity.

Responsabilidades

• Assist and advise customer staff and handle on-site requests.
• Monitor daily service activity and ensure service levels.
• Provide exceptional customer service and resolve hardware/software issues.
• Troubleshoot technical problems with end-user devices and connectivity.
• Document incidents and resolutions in the CRM tool.
• Coordinate with Logistics and internal teams as needed.
• Support installation of connectivity and high-end systems products.
• Contribute to continuous service delivery improvements.

Conocimientos

Advanced computer hardware

Advanced software applications

Microsoft Windows OS

Printer hardware

Networking & VPN for end-user devices

Ticketing software

Microsoft Office 365

PC/Laptop hardware

Mobile devices

Active Directory awareness

Exchange awareness

Apple OS awareness

Educación

A+ Certification

MCITP Certification (desktop)

MOS Certification

CompTIA A+ Certification

Herramientas

CRM software

Descripción del empleo

Overview

Desk Side Support Engineer

Overview

NSC Globalis 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 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

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

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.