Field Engineer

Overview: Nscglobal provides global network implementation and deskside support solutions to world-class organizations, delivering cost savings and operational simplicity.

Nscglobal is an independent, rapidly growing, private company that for more than a decade has delivered tailored solutions to 50 of the world's leading multinational enterprises, outsourcers, and service providers.

Nscglobal offers a unique business model, combining a focused group of world-class customers with a unique range of services, backed up with outstanding responsiveness and customer service.

Main Purpose: Field Engineers are based at a central location at the Customers location. Engineers will provide ticketed services to Customers for Desktop, Laptop, and peripheral equipment.

Job Role Includes:

1. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
2. Documents, maintains, upgrades, or replaces hardware and software systems.
3. Supports and maintains user account information including rights, security, and systems groups as required.

Responsibilities:

1. Deliver repair services to Customer staff through a ticketed process; no ticket, no support.
2. Field incoming help requests from end users via both telephone and work orders in a courteous manner.
3. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
4. Build rapport and elicit problem details from help desk customers.
5. Prioritize and schedule problems.
6. Escalate problems (when required) to the appropriately experienced technical level.
7. 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:

1. Professional knowledge and qualifications required: Speaks and writes in English to a good level; can converse in local language (Afrikaans).
2. Experience of End User Support and ability to work as a member of a team is a must.
3. Any College degree – ideally within IT.
4. Experienced in all forms of MS Windows-based personal computing devices and associated peripherals.
5. Acquires job skills and learns/adheres to company policies and procedures.
6. Completes routine tasks pertaining to computer hardware, software, or operating system support.

Preferred Certifications:

1. Any IT Certification.
2. A+ certification or similar.
3. OEM / Vendor courses and/or understand/experience of working with Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer.

Length of Work Experience Required: 2+ Years