Desktop Support Engineer (Level 2)

Nsc Global; Greater London; On-site; MXN 180,000 - 280,000; Full time

Job summary

NSC Global is seeking a Desktop Support Engineer to join our growing team in Mexico City. The role includes diagnosing hardware and software issues, supporting Windows and Mac OS X desktops, and maintaining user accounts and security settings.

You will document problems, provide timely resolutions, and contribute to knowledge bases. Ideal candidates have 5+ years of experience or an associate degree in a related area, excellent communication, and strong customer service orientation.

Qualifications

• Associate degree in a related area or 5+ years of field experience.
• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Microsoft Windows and Mac OS X.
• Strong diagnostic and problem-solving abilities.
• Excellent written and oral communication skills.
• Strong documentation and reporting abilities.
• Ability to work in a team and manage multiple tasks.

Responsibilities

• Handle incoming help requests from end users via phone and work orders.
• Document end user details and problem descriptions.
• Prioritize and schedule issues; escalate when needed.
• Record and track resolutions from start to finish.
• Apply diagnostics and use knowledge bases for problem resolution.
• Install, upgrade software and configure systems.
• Follow up after resolution and create knowledge articles.
• Develop help sheets for end users.

Skills

Desktop support

Windows OS

Mac OS X

Diagnostic tools

Documentation

Customer service

Communication

Education

Associate degree in related area

Job description

Overview

NSC Global is currently looking for aDesktop Support Engineerto 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 and a US headquarters in New York, NY.Please review our website atwww.nscglobal.comfor more information on our organization.

POSITION: Desktop Support Engineer

JOB TYPE: Direct Hire (W2) with NSC GlobalSTART DATE: IMMEDIATELY

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 associate’s 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 organization's 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 client's 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.