Desktop Support Engineer Job at Navigant Consulting


Navigant Consulting, Inc. (NYSE: NCI) is a specialized, global professional services firm that helps clients take control of their future. Navigant’s professionals apply deep industry knowledge, substantive technical expertise, and an enterprising approach to help clients build, manage and/or protect their business interests. With a focus on markets and clients facing transformational change and significant regulatory or legal pressures, the Firm primarily serves clients in the healthcare, energy and financial services industries.  Across a range of advisory, consulting, outsourcing, and technology/analytics services, Navigant’s practitioners bring sharp insight that pinpoints opportunities and delivers powerful results. More information about Navigant can be found at navigant.com.

We are recruiting to fill the position of:


Job Title: Desktop Support Engineer - Level 2 Support
Job ID: 6349
Location: Nigeria    
Full/Part Time: Full-Time     
Responsibilities

  • Respond to service tickets and requests for local desktop support for assigned offices and remote desktop support for other offices as required to meet service level agreements
  • Troubleshoot and resolve hardware, software, application, network, user access, or related issues
  • Set up new IT equipment for the office (printers, computers, etc.)
  • Comply with Corporate IT Service Management policies, procedures and directives
  • Utilize and become proficient with Navigant's standard support tools (i.e. Service Now, SCCM)
  • Escalate more complex problems or unresolved issues to next level of support
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

Additional Responsibilities:

  • Perform tasks as assigned to assist other IT teams, projects and initiatives
  • Comply with IT service management processes including, but not limited to, those for Inventory management, shipping and receiving of assigned computer systems
  • Recommend process changes as needed to improve service levels
  • Participate and contribute to team meetings and suggest improvements
  • Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests

Qualifications

  • 2+ years of demonstrated working knowledge and hands-on support of Microsoft (MS) Windows 7, MS Windows 8.x and MS Windows 10 in an Active Directory environment
  • Strong communication, multitasking and customer service skills
  • Work overtime and work off-hours as required by client requirements
  • Ability to lift up to 50 lbs for equipment shipments and receipt
  • Significant experience supporting clients in a MS Outlook/Exchange environment
  • Significant experience with Microsoft Operating Systems and Microsoft Office
  • Experience with building/maintaining/repairing user workstations/laptops; resolving user printer problems
  • Experience with MS Windows deployment/migration to 500+ users preferred

Other Skills/Abilities:

  • College degree is a plus
  • Microsoft certifications are a plus
  • Demonstrate solid skills to provide basic IT support and respond to client incidents/requests
  • Experience administering, monitoring and maintaining servers is a plus
  • Demonstrated skills in working with remote employees
  • Experience supporting smart phones and tablet devices

Mental/Physical Requirements:

  • Communicate frequently with co-workers as well as with managers to discern their needs, and be able to express themselves
  • Frequently communicates with clients and coworkers and must be able to share information effectively
  • Generally works in an office environment
  • Work as a member of a team as well as be a self-motivator with ability to work independently
  • Constantly operates a computer and other office equipment to coordinate work
  • Usually remains stationary for the majority of the day unless assisting with desk side assistance for technical


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