Desk Side Support Engineer Level 2

il y a 1 mois

Bordeaux, France NSC Global Temps plein

Overview:

- The Onsite Engineer provides end-user Onsite Support and will resolve issues that cannot be resolved remotely. Onsite support must lead to higher local resolution of incidents and requests, and improved productivity / improved customer satisfaction.- All round IT professional with good communication skills, Maintains and build relationships with end-users on location- IT professional with good communication skills
- Onsite involvement in hardware inventory tracking and registration of all assets used
- Perform onsite Installation, Moves, Adds and Changes (IMAC) as requested by users on sites.
- Providing a customer focused IT support to the business, ensuring a responsive and informed service and coordination of site related IT activities
- Active user interaction and handling of IT related user questions and issues during site visits.
- Coordination and resolution of local site issues and General & local facilities
- Identifying recurring incidents and be proactive in proposing resolutions to reduce the number of incidents, where possible (Local Incident) Mgt.
- Manage incidents on campus site level
- Organize productivity meetings on dispatch sites based on agreed schedule

Local language and English CEFR B2 (written and verbal)

**Responsibilities**:
Work Experience: More than 24 months
- 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 problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

Other skills:

- Ability to advise and to present to one or more customer staff.
- Monitor and control daily service call activity, utilization, inventory levels and service levels.
- Exceptional customer service
- Advanced knowledge in Customer Service Aptitude
- Resolving technical problems with hardware, software and connectivity.
- Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
- Participate in the configuration and support of internal systems.
- Ability to work effectively with Logistics
- Adherence to assigned schedule
- Adhering to documented policies, procedures and processes for nsc that are specific to the service.
- Clear and concise documentation of all customer interaction within appropriate CRM tool.
- Able to function in a team environment
- Maintain knowledge levels as industry enhancements occur
- Support installation and implementation of connectivity and high-end systems products
- Continuous improvement of service delivery.

Qualifications:
Sound knowledge of:

- Advanced knowledge in Computer Hardware
- Advanced knowledge in Microsoft Operating system
- Proficient knowledge in Printer Hardware
- Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
- Proficient knowledge in Ticketing software
- PC\Laptop hardware
- PC\Laptop peripherals, including printers
- Mobile devices

Awareness of;
- Active Directory
- Exchange
- Apple OS
- Network and server hardware and components

IT qualifications may include:

- 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 +
- PC\Laptop OEM Maintenance Certification
- CompTIA A+ Certification
- Microsoft Certified IT Professional (MCITP) certification in desktop area
- Microsoft Office Specialist (MOS) certification

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