Desk Side Support Engineer

Overview:
NSC Global is currently looking for a **Desktop Support Engineer** to join our growing company.

**Responsibilities**:
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. May require an associate’s degree in a related area or 7+ years of experience in the field or in a related area. Familiar with a variety of fields’ concepts, practices, and procedures. Rely on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

**Position Description**:

- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
- Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
- Customize desktop hardware to meet user specifications and site standards
- Performs work in compliance within specified warranty requirements
- Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts levels
- Safely package equipment for branches and arrange for the transport of the equipment
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that have authorized access to the network
- When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Engineers will escalate the issue/problem to proper tier 3 support team member
- Develop trends by monitoring and analyzing incoming calls, problems and support requests
- Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
- Use tools and methodologies to load, copy and customize operating system configurations for deployment
- Responsible for tracking hardware and software inventory
- Familiarize end users with basic software, hardware and peripheral device operation
- Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers
- Works with vendor support contacts to resolve technical issues within the desktop environment
- Escalate issues and involve experts wherever required to resolve issues as quickly as possible
- Works with other IT team members regarding new branch builds and upgrades
- Dealing with queries by following departmental procedures for fault resolution
- Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
- Arranges for and/or prepares equipment for shipping/receiving
- Maintains IT records and tracking for area of responsibility
- Ensures that the supported customer accurately completes the approved work request with the date and time of submission
- Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
- Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Qualifications:
**Skill/Ability Knowledge**:

- Excellent technical knowledge of PCs and desktop hardware.
- Working technical knowledge of current protocols, operating systems and standards.
- Ability to operate tools, components and peripheral accessories.
- Microsoft Certified Technology Specialist essential
- A+ experience
- Software and Hardware Troubleshooting
- Windows OS experience
- Apple, Mac, iPhone, iPad
- Routers, switches and firewall experience
- Microsoft Office support
- TCP/IP
- Enterprise Backup Software
- Working knowledge of SMS, AD, Exchange 2007/2010 and remote-control tools
- Professional image and grooming
- Self-confidence and interpersonal skills
- Analytical and problem-solving skills
- Good communication (both verbal and written) skills
- Planning and organizing skills
- Good administration management skills
- Strong listening skills
- Able to operate effectively in a team environment with both technical and nontechnical team members
- Able to operate with mínimal supervision
- Able to manage time effectively, set priorities appropriately, schedule calls
- Able to maintain professional demeanor under stress
- Able to operate within customer standard operating procedures

**Soft Skills**:

- ** Thought Process**: Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proacti