Desk Side Support Field Engineer

Nsc Global; Norrköpings kommun; On-site; SEK 420,000 - 560,000; Full time

Job summary

NSC Global is seeking a Desktop Support Field Engineer to join our team. The role involves installing, upgrading, and supporting Windows OS, Microsoft Office, and Apple devices, along with printers and accessories. You will troubleshoot hardware, software, and network issues, manage inventory, and assist with branch IT builds.

Collaboration with vendors and adherence to SOPs are essential. The position requires strong communication, problem-solving abilities, and the capacity to work effectively

Qualifications

• Microsoft Certified Technology Specialist certification is required
• Experience with A+ certification or equivalent
• Strong troubleshooting of hardware and software issues
• Windows OS and Microsoft Office proficiency
• Familiar with Apple devices and printers
• Networking capabilities (Routers/Switches/Firewalls)
• Experience with SMS, AD, and Exchange environments
• Ability to operate under standard operating procedures
• Strong communication and problem-solving skills
• Team-oriented and able to work with minimal supervision
• Maintains professional appearance and demeanor
• Demonstrates good time management and organizational skills

Responsibilities

• Install, upgrade, and support Windows OS, MS Office, Apple devices and supported peripherals
• Troubleshoot hardware, software, and network connectivity issues
• Maintain hardware and software inventories and order parts as needed
• Provide end-user support, document repairs, and escalate to Tier 3 when required
• Assist with branch builds and IT changes within scope
• Package and ship equipment as needed and manage warranty handling
• Collaborate with vendor contacts to resolve desktop issues promptly
• Ensure IT records and asset tracking are up to date
• Educate users on basic software/hardware usage
• Maintain security and user account information and access rights

Skills

Desktop hardware

OS knowledge

Tools & peripherals

A+ certified

Troubleshooting

Windows OS

Apple/iOS devices

Networking gear

MS Office support

TCP/IP

Backup software

SMS/AD/Exchange

Software apps knowledge

Professional image

Interpersonal skills

Analytical skills

Communication skills

Planning & organizing

Administration skills

Teamwork

Self-management

Time management

Stress management

SOP compliance

Education

Associate Degree in IT

Tools

Remote-control tools

SMS management

AD/Exchange admin tools

Job description

Overview

NSC Global is currently looking for aDesktop Support Field 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 advantages 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. Please review our website at www.nscglobal.comfor more information on our organization

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 7+ years of experience in the field or in a related area. Familiar with a variety of fields’ concepts, practices, and procedures. Rely 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:

• Install, upgrade, support and troubleshoot Windows OS and Microsoft Office, Apple, Mac, iPhones, iPads, and any other authorized desktop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts levels
• Safely package equipment for branches and arrange for the transport of the equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that have authorized access to the network
• When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Engineers will elevate the issue/problem to proper tier 3 support team member
• Develop trends by monitoring and analyzing incoming calls, problems and support requests
• Dealing with hardware and application support queries and issues reported to thesupport desk and escalated to the Desktop Support Engineers
• Provide user data and application recovery
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Use tools and methodologies to load, copy and customize operating system configurations for deployment
• Responsible for tracking hardware and software inventory
• Familiarize end users with basic software, hardware and peripheral device operation
• Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Escalate issues and involve experts wherever required to resolve issues as quickly as possible
• Works with other IT team members regarding new branch builds and upgrades
• Dealing with queries by following departmental procedures for fault resolution
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
• Arranges for and/or prepares equipment for shipping/receiving
• Maintains IT records and tracking for area of responsibility
• Ensures that the supported customer accurately completes the approved work request with the date and time of submission
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Qualifications

Skill/Ability Knowledge:

• Excellent technical knowledge of PCs and desktop hardware.
• Working technical knowledge of current protocols, operating systems and standards.
• Ability to operate tools, components and peripheral accessories.
• Microsoft Certified Technology Specialist essential
• A+ experience
• Software and Hardware Troubleshooting
• Windows OS experience
• Apple, Mac, iPhone, iPad
• Routers, switches and firewall experience
• Microsoft Office support
• TCP/IP
• Enterprise Backup Software
• Working knowledge of SMS, AD, Exchange 2007/2010 and remote-control tools
• Knowledge of all software applications used within the organization
• Professional image and grooming
• Self-confidence and interpersonal skills
• Analytical and problem-solving skills
• Good communication (both verbal and written) skills
• Planning and organizing skills
• Good administration management skills
• Strong listening skills
• Able to operate effectively in a team environment with both technical and nontechnical team members
• Able to operate with minimal supervision
• Able to manage time effectively, set priorities appropriately, schedule calls
• Able to maintain professional demeanor under stress
• Able to operate within customer standard operating procedures

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.