L2 Deskside Support Engineer

NSC Global is currently looking for a L2 Deskside 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 Mason, OH. Please review our website at www.nscglobal.com for more information on our organization.

POSITION: Deskside Support Engineer L2

JOB TYPE: Direct Hire (W2) with NSC Global
START DATE: IMMEDIATELY

The role of the "Level 2 Deskside Support Engineer" is pivotal in maintaining our reputation for world-class service and support. This position involves direct interface with clients and a significant contribution to our operational team, ensuring seamless support for a large and diverse user base.

• Provide comprehensive troubleshooting and technical support to end-users, encompassing end-user devices such as PCs, tablets, and mobile phones.
• Field help requests courteously, documenting essential user information and issue details.
• Prioritize and manage problems effectively, escalating to senior technicians as needed.
• Utilize diagnostic tools for efficient troubleshooting.
• Ensure thorough follow-up post-resolution, maintaining high service standards.
• Support diverse aspects of incident management and high-value services, focusing on customer experience.
• Contribute to the team's diverse and inclusive culture, adapting to different challenges and interactions daily.
• As this is a customer-facing role, you will meet new people and be challenged with different issues on a day-to-day basis.

Required Skills

• Proficient in SCCM, Patching, Automation, Cloud Deployment, and SD Support.
• 3+ years experience with Windows 7, 10, 11, Office 365, Teams, SharePoint, Active Directory, and Outlook.
• Strong troubleshooting skills in Office 365 environments.
• Familiarity with Mobile Device Management (MDM)/ Mobile Application Management (MAM) platforms such as Intune
• Familiarity with ITIL practices, SLA Targets, Escalation Procedures, and Queue Management.
• Competence in image installation, configuration, and preventive maintenance tasks.
• Service-oriented approach with excellent communication skills.
• Proficiency in Apple IOS operations and troubleshooting.
• Operational experience in an organization working in the oil and gas industry or other large-user base infrastructure.

 Required Personal Attributes

• Strong analytical and problem-solving skills.
• Excellent organizational and time management abilities.
• Clean driving license for necessary travel.
• Ability to work under pressure and adapt to new learning.
• Professional demeanour in client interactions.
• Proactive in seeking opportunities to enhance service delivery quality and consistency, escalating issues only when necessary.

 Required Training, Certifications, or Clearances

• Minimum of 2-3 years in a similar role.
• CompTIA A+ certification or equivalent (must be current).
• Knowledge of the ITIL Framework is essential.

 Desirable

• Any of the following certifications would be advantageous.
  • AZ-900/AZ-534
  • CompTIA Cloud+
  • MCSA/MCSE
• A keen interest in technological advancements.

 Additional Details

• Location: Set location
• Travel Requirements: Frequent travel to data centers and field locations.
• Language: Fluency in local language and English required; additional languages are a plus.
• Flexibility: This role requires on-site presence with a focus on building trust-based relationships with stakeholders.