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 writi

📌 Desk Side Support Engineer (Pachuca de Soto)
🏢 Nsc Global
📍 Pachuca de Soto