Desk Side Support Engineer Level 2

Overview The Onsite Engineer provides end-user Onsite Support and will resolve issues that cannot be resolved remotely Onsite support must lead to higher local resolution of incidents and requests and improved productivity improved customer satisfaction All round IT professional with good communication skills Maintains and build relationships with end-users on locationxc2xb7 IT professional with good communication skillsxc2xb7 Knowledge of cloud imaging processes through Microsoft InTunexc2xb7 Onsite involvement in hardware inventory tracking and registration of all assets usedxc2xb7 Perform onsite Installation Moves Adds and Changes IMAC as requested by users on sites xc2xb7 Providing a customer focused IT support to the business ensuring a responsive and informed service and coordination of site related IT activitiesxc2xb7 Active user interaction and handling of IT related user questions and issues during site visits xc2xb7 Coordination and resolution of local site issues and General local facilitiesxc2xb7 Identifying recurring incidents and be proactive in proposing resolutions to reduce the number of incidents where possible Local Incident Mgt xc2xb7 Manage incidents on campus site levelxc2xb7 Basic network knowledgexc2xb7 Organize productivity meetings on dispatch sites based on agreed scheduleLocal language and English CEFR B2 written and verbal Responsibilities Work Experience More than 24 months 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 Other skills Ability to advise and to present to one or more customer staff Monitor and control daily service call activity utilization inventory levels and service levels Exceptional customer service Advanced knowledge in Customer Service Aptitude Resolving technical problems with hardware software and connectivity Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve Participate in the configuration and support of internal systems Ability to work effectively with Logistics Adherence to assigned schedule Adhering to documented policies procedures and processes for nsc that are specific to the service Clear and concise documentation of all customer interaction within appropriate CRM tool Able to function in a team environment Maintain knowledge levels as industry enhancements occur Support installation and implementation of connectivity and high-end systems products Continuous improvement of service delivery Qualifications Sound knowledge of Advanced knowledge in Computer Hardware Advanced knowledge in Common Software applications Advanced knowledge in Microsoft Operating system Proficient knowledge in Printer Hardware Proficient knowledge in configuring and troubleshooting networking wireless and VPN features of end-user devices Proficient knowledge in Ticketing software Microsoft Office Office 365 applications PC Laptop hardware PC Laptop peripherals including printers Mobile devices Awareness of Active Directory Exchange Apple OS Network and server hardware and components IT qualifications may include A Certification Baseline OEM Certifications which include any of the following depending on assignment Dell Desktop Laptop HP Desktop Laptop Printer Lenovo Desktop Laptop Lexmark Printer IBM Printer Server PC Laptop OEM Maintenance Certification CompTIA A Certification Microsoft Certified IT Professional MCITP certification in desktop area Microsoft Office Specialist MOS certification