Field Engineer

Overview

Nscglobal provides global network implementation and deskside support solutions to world-class organizations, delivering cost savings and operational simplicity. Nscglobal is an independent, rapidly growing, private company that for more than a decade has delivered tailored solutions to 50 of the world's leading multinational enterprises, outsourcers and service providers. Nscglobal offers a unique business model, combining a focused group of world-class customers, with a unique range of services, backed up with outstanding responsiveness and customer service.

Main Purpose:

Field Engineers are based at a central location at the Customers location. Engineers will provide ticketed services to Customers for Desktop, Laptop and peripheral equipment.

Job role including; Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups as required.

Responsibilities

• Deliver repair services to Customer staff through a ticketed process no ticket no support.
• 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 technical level.
• 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:

•  Speaks and writes in English - at a C1 level.
• Any College degree – ideally within IT
• Experienced in all forms of MS Windows based personal computing devices and associated peripherals
• Acquires job skills and learns / adheres to company policies and procedures. Complete routine tasks pertaining to computer hardware, software or operating system support.

Preferred Certifications

• Any IT Certification
• A+ certification or similar
• OEM/Vendor courses and/or Understand / experience of working with Dell Desktop / Laptop, HP Desktop / Laptop / Printer, Lenovo Desktop / Laptop, Lexmark Printer, IBM Printer
• ITIL certification preferred
• Menlyn Based
• Rotational shift
• OWN Transport
• Senior Field Engineer / Experience in team or project management

Length of work experience required (similar activity):

 2+ Years

SHIFT WORK

• Rotational, including night shifts (times to be confirmed)