Onsite Support Engineer

Overview
NSC Global is currently looking for an Onsite 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 New York, NY. Please review our website at www.nscglobal.com for more information on our organization.
Job purpose:
The IT Support Engineer provides end-user Onsite Support and will resolve issues that cannot be resolved remotely. Desk side support will generally be based on large sites as they can also be responsible for neighbouring sites and countries, without a permanent person on-site.
Onsite support must lead to higher local resolution of incidents and requests, and improved productivity / improved customer satisfaction. Has the role of local service desk in case issues are flagged on sites.
Responsibilities
Services and activities (not limited to):
Local Support: workplace support, remote desktop support, IMACS for PCs / Laptops and peripherals, local break / fix.
Device Lifecycle management: PC's / Laptops / Peripherals / Printers / (W)LAN / Firewalls / Local infrastructure /servers / IP telephony
Local IP Address Management
Mobile services (mobiles, smart phones and tablets: Hardware asset deployment, IMACS and management. MDM, Voice/Data subscriptions, porting and telecom expense mgt)
Delivery and support of Mobiles, Smartphones and Tablets, subscriptions
Managing 3rd party for warranty support.
Printers: support of printers including disposables, lifecycle management and break-fix
Local server (black box) and file share support including lifecycle management
Support local facilities - meeting rooms, equipment, server room maintenance, racks &stacks, cooling &air-conditioning (local server rooms), local UPS
Telephony support (telephone lines coordination in incidents, changes and delivery)
Coordinate and support IP/PABX service, break-fix and local changes, number blocks
General & local facilities support and execution of local IM facilities.
Recover update and patch levels of equipment.
Monitoring of local infrastructure environment through SolarWinds



professionalism
Providing a customer focused IT support to the business, ensuring a responsive and informed service and coordination of site related IT activities
Provide onsite support to end-users and managed client devices in response to Incidents and Service Requests
Prompt, punctual, dependable, does not disappoint clients, business appropriate professionalism, language and dress for End Customer environment.



Smart Hands Activity
Provide assistance for hardware and software issues that cannot be performed remotely and assistance.



Customer Service Skills:
Tracking raised calls to closure.
Instruct users on how they could better resolve their issues when applicable.
Contact person for local staff to instruct, consult and guide questions according to agreed way-of-working
Competent in satisfying customer needs in a manner satisfactory to clients. Good customer service attitude, strong verbal communication skills, reliable, dependable and follows through on commitments. Delights customers consistently. Complaints from clients are rare.
Competent in site infrastructure support and proactively involving and working with 3rd parties to ensure a stable IT infrastructure



Onsite Support Skills:
Provide onsite support to end-users and managed client devices in response to Incidents and Service Requests.
Monitoring and coordinating all calls and service requests across different suppliers and entities using the Customer ITSM tool
Take ownership and resolve incidents and requests: Incident management and Service Request management from logging, receiving to closure.
Communicate and keep affected Users informed of progress.
Resolve the incident in the most efficient manner with the least disruption
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.
Develop and implement procedures for tracking company assets to oversee quality control & compliance throughout their lifecycles
Providing a customer focused IT support to the business, ensuring a responsive and informed service and coordination of site related IT activities
Coordination and resolution of local site issues and General &local facilities
Raising, logging and coordination of changes related to infrastructure on sites
Identifying recurring incidents and being proactive in proposing resolutions to reduce the number of incidents, where possible (Local Incident) Mgt.
To assist with the resolution of customer complaints and execution of IM services processes at local level
Manage incidents at local level
Local installs and support where changes in the local infrastructure are needed



Years' Experience:
2 - 3 years



Education:
Technical college degree or comparable, subject area: computer science.
Training in customer service.



Technical Certification(s):
Good knowledge on baseline OEM Certifications which include any of the following, depending on assignment: Desktop, Laptop, Printers, Telephony systems. Preferable A+ certified.



Language:
Local language – native and English CEFR B2(written and verbal)


Drivers licence:
Yes (for driving a car)