Field Engineer Team Leader at NSC Global

Main Purpose:

Tech Bar Engineers are based at a central location at the Customers location. Engineers will provide walk in 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

• Support and lead team members on pertinant issues.
• Support and cover for site Bridgehead during holidays and sickness 
• Deliver repair services to Customer staff at Tech Bar.
• 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 to a good 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

Length of work experience required (similar activity):

• 2+ Years