NSC Global
Desktop Support Engineer (Level 2)
NSC Global, Charlotte, North Carolina, United States, 28245
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. 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 Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment Perform remedial repairs on computers, laptops, printers and any other authorized peripheral equipment Customize desktop hardware to meet user specifications and site standards Perform work in compliance within specified warranty requirements Return defective equipment/parts to maintenance inventory, document customer repairs, maintain and restock 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 elevate the issue/problem to proper tier 3 support team member Develop trends by monitoring and analysing incoming calls, problems and support requests Deal 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 Work 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 Work with other IT team members regarding new branch builds and upgrades Deal with queries by following departmental procedures for fault resolution Operate within, enforce, and suggest modifications and additions to desktop standards and guidelines Arrange for and/or prepare equipment for shipping/receiving Maintain IT records and tracking for area of responsibility Ensure 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 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 10 Apple, Mac, iPhone, iPad, Android Microsoft Office 365 support TCP/IP Enterprise Backup Software Working knowledge of AD 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.
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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. 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 Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment Perform remedial repairs on computers, laptops, printers and any other authorized peripheral equipment Customize desktop hardware to meet user specifications and site standards Perform work in compliance within specified warranty requirements Return defective equipment/parts to maintenance inventory, document customer repairs, maintain and restock 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 elevate the issue/problem to proper tier 3 support team member Develop trends by monitoring and analysing incoming calls, problems and support requests Deal 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 Work 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 Work with other IT team members regarding new branch builds and upgrades Deal with queries by following departmental procedures for fault resolution Operate within, enforce, and suggest modifications and additions to desktop standards and guidelines Arrange for and/or prepare equipment for shipping/receiving Maintain IT records and tracking for area of responsibility Ensure 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 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 10 Apple, Mac, iPhone, iPad, Android Microsoft Office 365 support TCP/IP Enterprise Backup Software Working knowledge of AD 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.
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