Overview
We are gearing up for a project starting in the next 2 months and are looking for candidates, interested in joining NSC in the not too distant future. If you are thinking about making a change, but not quite ready to do so. Please review the JD below and apply online. We will reach out to you once we're ready to start recruitment activities.
The Onsite Support Engineer is responsible for providing end user support, hands and feet support and working with business users & multiple stakeholders to ensure efficient support to business without impacting business. The role will require hands-on experience of IT/Desktop support.
Responsibilities
1. Experience with Microsoft desktop operating system and Windows application deployment, configuration, and management.
2. Windows Client Administration.
3. Build and install PCs, telephone systems, wireless networks, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure.
4. Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
5. Identify, log and resolve technical problems with software applications or network systems.
6. Identify potential changes and system improvements to present to technical teams for consideration and implementation.
7. Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
8. Where required, administer, and resolve issues with associated end-user workstation network software products.
9. Receive and respond to incoming calls, messages, and/or work orders regarding desktop problems.
10. Basic experience in supporting networks devices and servers in business environment.
11. Ensure that work is carried out within agreed service levels.
12. Explain and document technical issues in a clear way to technical teams, business stakeholders.
13. Have proven track record of working with technologies from Microsoft Intune (Autopilot), SCCM, VMWare Horizon, Intune etc.
14. Proactive and passionate of EUC, with strong interpersonal skills and excellent time management skills
15. Strong capabilities in Windows 10 / Windows 11 support, migration & Deployment.
16. If necessary, liaise with third-party support and PC equipment vendors.
17. Perform related duties consistent with the scope and intent of the position.
18. Hands on Experience End to End Desktop/Laptop life cycle management.
19. Experience and desire to work in a Global delivery environment.
20. Communication and Analytical skills
21. Provide technical support to clients on-site, resolving hardware, software, and network issues.
22. Install, configure, and maintain computer systems and related equipment.
23. Diagnose and troubleshoot technical problems using analytical and problem-solving skills.
24. Train and educate clients on how to use new technologies and software.
25. Document technical issues and solutions for future reference.
26. Maintain a positive and professional attitude while interacting with clients.
27. Stay up to date with the latest technology trends and advancements.
Qualifications
Work Experience: More than 24 months
Sound knowledge of:
28. Advanced knowledge in Computer Hardware
29. Advanced knowledge in Common Software applications
30. Advanced knowledge in Microsoft Operating system
31. Proficient knowledge in Printer Hardware
32. Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
33. Proficient knowledge in Ticketing software
34. Microsoft Office & Office 365 applications
35. PC\Laptop hardware
36. PC\Laptop peripherals, including printers
37. Mobile devices
38. Conference room equipment
Awareness of;
39. Active Directory
40. Exchange
41. Apple OS
42. Network and server hardware and components
IT qualifications may include:
43. A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
44. PC\Laptop OEM Maintenance Certification
45. CompTIA A+ Certification
46. Microsoft Certified IT Professional (MCITP) certification in desktop area
47. Microsoft Office Specialist (MOS) certification
Other skills:
48. Ability to advise and to present to one or more customer staff.
49. Monitor and control daily service call activity, utilization, inventory levels and service levels.
50. Exceptional customer service
51. Advanced knowledge in Customer Service Aptitude
52. Resolving technical problems with hardware, software and connectivity.
53. Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
54. Participate in the configuration and support of internal systems.
55. Ability to work effectively with Logistics
56. Adherence to assigned schedule
57. Adhering to documented policies, procedures and processes that are specific to the service.
58. Clear and concise documentation of all customer interaction within appropriate CRM tool.
59. Able to function in a team environment
60. Maintain knowledge levels as industry enhancements occur
61. Support installation and implementation of connectivity and high-end systems products
62. Continuous improvement of service delivery.
63. Ability to juggle time and resources to meet or exceed expectations
Language: English (written and verbal) and Local language.