Desk Side Support Field Engineer

Overview:

NSC Global is currently looking for a Desktop Support Field Engineer to 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.com for 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 escalate 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 the support 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.