Desk-Side Support Engineer | Field & On-site IT Tech

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

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.