Desk Side Support Engineer

NSC Global; Pachuca; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

NSC Global is seeking a proactive IT Help Desk Technician to maintain, troubleshoot, and repair computer systems, hardware, and peripherals. You will document actions and support user accounts to ensure smooth operations.

Responsibilities include handling end-user requests via phone and tickets, prioritizing issues, and escalating when needed. Familiarity with MCSA Windows 10/11 and Active Directory is valued, along with strong communication skills.

Formación

• Requires a 4-year degree in Computer Science, Engineering, or related discipline.
• 3+ years of technical support experience in a computer-related area.
• Experience with desktop operating systems including Microsoft.
• Proven ability to document operations procedures and troubleshoot.
• Excellent written and verbal communication skills.
• Knowledge of Active Directory and network essentials.
• Willingness to visit off-site locations with own car (travel) and German/English language skills.

Responsabilidades

• Field incoming help requests from end users via phone and work orders.
• Document end user information and problem details.
• Prioritize and escalate problems to senior technicians.
• Record and track the resolution process from initial report to final fix.

Conocimientos

Strong verbal communication

Customer service

Analytical problem solving

Organizational skills

Diversity awareness

German/English writing

Educación

4-year degree in Computer Science or Engineering

Herramientas

MCSA Windows 10/11

Active Directory

InTunes

Network basics

Ticketing tools

Descripción del empleo

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.

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