Overview
We are preparing for a project starting mid-2025 and are seeking candidates interested in joining NSC in the near future. If you're considering a change but are not ready yet, please review the job description below and apply online. We will contact you when we begin recruitment activities.
The Desktop Support Engineer is responsible for providing end-user support, hands-on support, and collaborating with business users and stakeholders to ensure efficient support without disrupting business operations. The role requires hands-on experience in support.
Responsibilities
* Advise and present to one or more customer staff.
* Monitor and manage daily service call activities, utilization, inventory levels, and service levels.
* Provide exceptional customer service.
* Demonstrate advanced customer service aptitude.
* Resolve technical issues related to hardware, software, and connectivity.
* Troubleshoot customer issues while maintaining service level agreements.
* Participate in configuring and supporting internal systems.
* Work effectively with logistics teams.
* Adhere to assigned schedules.
* Follow documented policies, procedures, and processes specific to the service.
* Document all customer interactions clearly and concisely within the appropriate CRM tools.
* Work effectively in a team environment.
* Stay updated with industry advancements.
* Support the installation and implementation of connectivity and high-end system products.
* Continuously seek to improve service delivery.
* Manage time and resources effectively to meet or exceed expectations.
Qualifications
Work Experience: Over 24 months
Required knowledge includes:
* Advanced understanding of computer hardware.
* Proficiency in common software applications.
* Proficiency in Microsoft operating systems.
* Knowledge of printer hardware.
* Experience configuring and troubleshooting networking, wireless, and VPN features on end-user devices.
* Proficiency with ticketing software.
* Familiarity with Microsoft Office & Office 365 applications.
* Knowledge of PC/laptop hardware and peripherals, including printers.
* Experience with mobile devices.
Additional awareness of:
* Active Directory
* Exchange
* Apple OS
* Network and server hardware and components
IT qualifications may include:
* A+ Certification or equivalent OEM certifications (Dell, HP, Lenovo, Lexmark, IBM, Server+)
* PC/laptop OEM Maintenance Certification
* CompTIA A+ Certification
* Microsoft Certified IT Professional (MCITP) in desktop area
* Microsoft Office Specialist (MOS) certification
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