Desktop Support Engineer (Level 2)

Overview

NSC Global is currently looking for a Desktop Support 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 advantage 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.

POSITION : Desktop Support Engineer

JOB TYPE : Direct Hire (W2) with NSC Global

START DATE : IMMEDIATELY

Responsibilities

Maintains, analyses, 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 3+ years of experience in the field or in a related area. Familiar with a variety of the fields' concepts, practices, and procedures. Relies 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 10 and Microsoft Office 365, 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 insure proper spare parts levels
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has 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 analysing 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 on 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 in order 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 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 :

Soft Skills :