Desk Side Support Engineer

Company Description

At Scalian, we are a leading multinational engineering consulting firm with 6,000 specialists and over 35 years of experience. We are specialized in Digital Systems (IT & Software and Systems Engineering) and Industrial Performance (Quality Assurance, Supply Chain, and Project Management).

Our expertise serves various technological sectors such as the aerospace, defense, rail, and energy industries while providing distinctive support to their development and operations.

Are you an experienced Desk Side Support Engineer?

If your answer is yes, it's your lucky day as we are looking for a dynamic and talented person to join our team in the US!

What will your role be?

As a Desk Side Support Engineer, you will serve as a frontline IT presence during a critical Hypercare support period following a major organizational transition. Your primary focus will be to provide immediate, in-person technical support, assist users in adapting to new systems, and ensure a seamless post-go-live experience across the workplace through proactive engagement, quick resolution, and clear communication.

Job Description

• Proactively walk the office floor to offer immediate assistance and identify issues before they are formally reported
• Provide rapid hands-on troubleshooting for software, hardware, login issues, configuration errors, and workflow disruptions
• Sit with users at their desks to walk them through new tools and processes offering real-time guidance and confidence-building support
• Accurately log incidents and service requests into the ITSM platform ensuring all activity is documented and resolved within SLA targets
• Triage and resolve Tier 1 and Tier 2 technical issues while escalating complex problems to specialized IT teams or higher-tier engineers
• Capture frequently asked questions and recurring issues to build a knowledge base and internal FAQ documentation
• Serve as the voice of the end-user by relaying feedback to project and implementation teams to improve the transition experience
• Troubleshoot and support hardware including laptops desktops printers and peripherals to ensure seamless system compatibility
• Provide support for Windows 10 and 11 macOS and Microsoft 365 applications ensuring users can operate effectively within the new environment
• Use Active Directory for user and group account management including password resets and permission adjustments
• Contribute to a positive IT presence through excellent customer service patience and the ability to explain technical concepts clearly
• Stay calm and professional in high-pressure situations providing empathetic support to users navigating changes in technology
• Manage multiple requests and prioritize tasks efficiently while working independently or within a team environment

Qualifications

Additional Information

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