IT Support Engineer

Overview

NSC (Cisco Gold Partner) provides global network implementation and support solutions to world‑class organizations, delivering cost savings and operational simplicity. Work onsite to maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals. Document, maintain, upgrade or replace hardware and software systems. Supports and maintain user account information including rights, security and system 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.
• Work in a manufacturing environment with sensitivity to safety and physical security.

Qualifications

• Working knowledge of commonly used concepts, practices, and procedures in the related field.
• Awareness of at least one of the following infrastructure support components:
  • PPG standard desktop, tools & utilities
  • IT networks and voice services
  • Thin Client technology (Citrix)
  • Ticket handling tools/cross team troubleshooting
• Understanding of IT Service Management concepts.
• Strong verbal communication skills, including the ability to document operations procedures.
• Strong customer service skills and the ability to deal with all types of customer service requests.
• Good analytical, communication, problem‑solving, and organizational skills.
• Ability to effectively work independently and in a multi‑cultural team environment.
• Ability to effectively interact with a diverse user base.
• Highly organized, result‑oriented, self‑motivated and proactive.
• Analytical, solution‑minded and delivery‑focused.
• Driving licence.
• Fluent in local language and in English.
• Must speak, write, and read fluent French.
• Must speak, write, and read intermediate level English.
• 2+ years of providing onsite support for desktops, laptops, printers, monitors, etc.