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NSC Global

Desk Side Support Engineer

NSC Global Cologne, North Rhine-Westphalia, Germany

IT Services and IT Consulting · 1,001-5,000 employees

4 d ago Closes in 6d
support-engineer Mid (2-5 yrs) Other Germany
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About the role

The Desk Side Support Engineer is responsible for maintaining, troubleshooting, and repairing computer hardware and software systems. They will manage help desk requests, document problem-solving processes, and provide support for user accounts and security.

What they look for

Technical support Hardware troubleshooting Software troubleshooting Ticket handling Customer service Microsoft desktop operating systems Windows 10 Windows 11 InTunes Active directory Network essentials Documentation Analytical skills Problem solving Communication skills

Requirements

Candidates must hold a 4-year degree in Computer Science or Engineering and possess at least 3 years of technical support experience. Proficiency in Windows 10/11, Active Directory, and InTunes is required, along with a valid driver's license for off-site travel.

Full description

Overview

Maintain, analyse, troubleshoot, and repair computer systems, hardware and computer peripherals. Document, maintain, upgrade or replace hardware and software systems. Support and maintain user account information including rights, security and systems groups.

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 problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

Qualifications

Professional knowledge and qualifications required:

  • A 4-year degree in Computer Science, Engineering, or related discipline; (MBO ICT 4 level)
  • 3+ years technical support experience in a computer-related area
  • Ticket handling tools/cross team troubleshooting
  • Strong verbal communication skills, including the ability to document operations procedures
  • Strong customer service skills and the ability to deal all types of customer service requests
  • Good analytical, communication, problem solving, and organizational skills
  • Ability to effectively interact with a diverse user base
  • Highly organized, result oriented, self-motivated and proactive
  • Knowledge of basic computer hardware.
  • Experience with desktop operating systems including Microsoft
  • Good understanding of the organization's goals and objectives.
  • Exceptional interpersonal skills, listening, and questioning skills.
  • Strong documentation skills.
  • MCSA Windows 10 / 11
  • Knowledge of InTunes
  • Active directory
  • Network essentials
  • Driver's license and own car to visit off-site locations (Leverkusen, Düren)
  • German / English speaking writing

Preferred Certifications

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