Desktop Support Engineer (Level 2)

NSC Global•Charlotte, NC

1d•Onsite

About The Position

NSC Global is currently looking for a Desktop Support Engineer to join their growing company. NSC Global provides global network implementation and support solutions to world-class organizations, aiming to deliver cost savings and operational simplicity. They partner with world-class enterprises to help them become more agile, create commercial advantage, and build quality through the 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. The Desktop Support Engineer maintains, analyses, troubleshoots, and repairs computer systems, hardware, and computer peripherals. This role involves documenting, maintaining, upgrading, or replacing hardware and software systems, and supporting user account information including rights, security, and systems groups. The position requires familiarity with a variety of field concepts, practices, and procedures, relying on experience and judgment to plan and accomplish goals. It involves performing a variety of complicated tasks with a wide degree of creativity and latitude expected.

Requirements

May require an associate’s degree in a related area or 7+ 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
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 demeanour under stress
Able to operate within customer standard operating procedures
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
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

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
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