IT Support Engineer - #64874

nscglobal (Cisco Gold Partner) provides global network implementation and 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.

• Assists in the solving of business problems by providing detailed personal advice and guidance to all levels of users in the expert use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to complex and non-standard situations.
• Assists users experiencing difficulties in using information systems, products or services, including situations referred by more junior staff, investigating complex situations to diagnose underlying causes. Implements known on-site solutions and workarounds and assists users to recover and continue operation.
• For all requests that cannot be directly resolved, provides an effective interface between users and service providers. Uses judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for problems not progressing satisfactorily. Handles all complaints efficiently and professionally.
• Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds.
• In consultation with users, demonstrates all features, plans requirements, installs (including field modification) and commissions desk-top systems, products and services and their upgrades.
• Ensures that all requests from users for assistance are handled promptly and effectively; is pro-active to ensure that users make effective use of the facilities available to them.
• Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimised.
• For all requests that cannot be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Regularly monitors the incidence, status and speed of resolution of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services.
• Provides users with information on the medium and long-term plans and policies of the organisation for the provision of desk-top systems, products and services and advises on the impact of such plans.
• Provides specialist guidance and advice to less experienced colleagues.
  
  
  

Key Competencies

• Conceptual Thinking Acquiring understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences.
• Information Acquisition Identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps.)
• Flexibility Taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly.
• Interacting with People Establishing relationships and maintaining contacts with people from a wide variety of backgrounds.
• Follow-up and Monitoring Checking progress against targets, reporting as necessary and taking action to resolve exceptions.
  
  
  

Candidate must be able to demonstrate the following experience

• Has more than 48 month’s experience in a Level 3 Deskside Support or similar role
  
  
  

or

• Has gained experience (typically four year’s full time or equivalent) as a competent user of computer systems and has demonstrated an aptitude for ICT work.
• Prior experience of working in a customer facing, end-user environment.
  
  
  

Technical Knowledge & Skills

The following Knowledge & Skills are required for the role

• Proficient in Operating Infrastructure\Hardware with a working knowledge of the ICT infrastructure found in a corporate environment (e.g. hardware, databases, operating systems, local area networks etc.)
• Proficient with desktop Operating Systems with a working knowledge of common desktop applications (e.g. Microsoft Office, Oracle etc.)
• The application of automated systems to the support of specific business functions or processes.
• The management of the interaction between two or more networking systems, computers or other "intelligent" devices.
• Familiar with Corporate, Industry and Professional Standards
• Vocational training Communication or IT system technician or equivalent knowledge
• Intermediate to Expert knowledge of MS-Office and Internet
• Examples SRM
• User administration of CTI, UMS via Admin-tools (e.g., balance)
• Knowledge of Admin-tools and performance packages after instruction in the company
• Worked in a Factory or Production Plant environment
  
  

Qualifications & Certifications

NSC would prefer candidates who possess 3 of the following certifications;

• PC\Laptop OEM Maintenance Certification
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in desktop area
• Microsoft Office Specialist (MOS) Certification
• Knowledge on Legacy systems (Win 95 and earlier Systems)
  
  
  

Additional Requirements

Location dependant the following applies

• Valid Driver’s licence
• Ability to pass in county security clearance (DBS, Police clearance check etc.)
• Shift work and Standby (as 24/7 service is offered) at selected sites, will be on a rotational basis with other team members in location.
• Ability to work local business hours
• Proficient in Local Language and English (Spoken and Written)