Desktop Support Engineer (Level 2) - NSC Global

Overview

NSC Global is currently looking for a Windows 11 Migration Desktop 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.

POSITION: Desktop Support Engineer - Windows 11 Migration

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

The role consists of hardware and software support for Lenovo workstations across the enterprise. This includes desktops and laptops. Proficiency in Windows 10/Office365 Products/Outlook/Teams, and imaging. Your responsibilities will include installing a new operating system and platform and upgrading applications and systems within the company’s network. Must be able to troubleshoot and resolve any imaging issues for standard PC's/laptops. Exercises independent judgment and decision-making in planning, organizing and conducting work assignments. Handle large volumes of imaging requests. Excellent customer service skills and ability to communicate effectively.

May require a bachelor’s degree in computer science or a related field or a minimum of 2 -4 years of experience in the field or in a related area. Familiar with a variety of the fields’ concepts, practices, and procedures. Relies on experience and judgement 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:

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Ability to migrate company’s computer systems to the newest version of Microsoft Windows.
• Testing the compatibility of existing PC software and provide fixes or alternatives if necessary.
• Post-Migration support and to help employees with the new operating systems, troubleshoot when issues arise, and offer computer skills training when necessary.
• 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.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position

Knowledge & Experience:

• Knowledge of basic computer hardware.
• Experience with imaging.
• Knowledge of Windows 10 and 11.
• Ability to migrate company’s Lenovo computer systems to the newest version of Microsoft Windows.
• Experience with desktop operating systems including Microsoft.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Personal Attributes:

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

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 proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.

• Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.

• Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.