Desktop Support Engineer (Level 2)

About the role

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 and a US headquarters in New York, NY.

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
• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems
• Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and knowledge base articles for end users
• Perform related duties consistent with the scope and intent of the position

Qualifications

• May require an associate's degree in a related area or 5+ 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
• Knowledge of basic computer hardware
• Experience with desktop operating systems including Microsoft, and Mac OS X
• Extensive application support experience
• Working knowledge of a range of diagnostic utilities
• Good understanding of the organization's goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills

Skills

• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• 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