Job Title

Join to apply for the Desktop Support Engineer (Level 2) role at NSC Global . 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 worldclass organizations, delivering cost savings and operational simplicity. Our goal is to partner with worldclass 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. Please review our website at for more information on our organization. Responsibilities 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 problemsolving 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 handson 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 postresolution followups 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 Knowledge of basic computer hardware. Experience with desktop operating systems including Microsoft Windows and Mac OSX. 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 rapportbuilding, listening, and questioning skills. Strong documentation skills. Personal Attributes 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 userfriendly language. Highly selfmotivated and directed. Keen attention to detail. Proven analytical and problemsolving abilities. Ability to effectively prioritize and execute tasks in a highpressure environment. Exceptional customer service orientation. Experience working in a teamoriented, collaborative environment. Soft Skills 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. #J-18808-Ljbffr