Desk Side Support Engineer

NSC Global; Pachuca; On-site; MXN 167,000 - 257,000; Full time

Job summary

NSC Global is seeking an IT Help Desk Technician to maintain, analyze, troubleshoot, and repair computer systems and peripherals. You will document and upgrade hardware/software, manage user accounts, and assist with security groups.

Responsibilities include handling end-user requests, documenting cases, prioritizing issues, and escalating when needed, with a focus on clear communication and customer service. Travel to off-site locations may be required.

Qualifications

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

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 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

Skills

Strong verbal communication skills

Strong customer service skills

Analytical/problem solving/organiz

Interact with diverse user base

Highly organized/proactive

Interpersonal skills/listening

Documentation skills

German/English writing

Education

4-year degree in Computer Science or Engineering

Tools

Ticket handling tools

Cross-team troubleshooting

Microsoft Windows (desktop OS)

Active Directory

Network essentials

MCSA Windows 10/11

InTunes

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.

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