Desk Side Support Engineer (Onsite IT Technician)

About the role

NSC Global is an IT services and solutions provider supporting large enterprises in their digital transformation. It is looking for IT End User Support Technicians for its onsite support teams, people who enjoy hands-on technical work and direct interaction with end users. This is an onsite role where you are the first point of contact for technical issues, helping users resolve hardware and software problems so that day-to-day operations run smoothly.

Key responsibilities

• Advise and present to one or more customer staff members.
• Resolve technical problems with hardware, software and connectivity, while maintaining agreed service levels.
• Monitor and control daily service call activity, utilization, inventory levels and service levels.
• Provide exceptional customer service and clear, concise documentation of every customer interaction in the CRM tool.
• Participate in the configuration and support of internal systems, and support the installation and implementation of connectivity and high-end systems products.
• Work effectively in a team, adhere to the assigned schedule and follow documented policies and procedures.
• Keep knowledge up to date as industry enhancements occur and continuously improve service delivery.

Required profile

• NATO or national security clearance (mandatory).
• Spanish (C2) and English.
• Experience in end-user computing and ability to work in a team.

Required skills

• Advanced knowledge of computer hardware, common software applications and Microsoft operating systems.
• Proficiency in printer hardware, ticketing software, Microsoft Office and Office 365, and PC/laptop hardware and peripherals.
• Configuring and troubleshooting networking, wireless and VPN features of end-user devices.
• Awareness of Active Directory, Exchange, Apple OS, and network and server hardware.
• IT certifications such as CompTIA A+, OEM maintenance certifications, MCITP or MOS are an advantage.