Scalian · 6 days ago
Desk Side Support Engineer
Kinston, NC
Contract
Onsite
Mid Level
3+ years expScalian is a leading multinational engineering consulting firm specializing in Digital Systems and Industrial Performance. They are seeking a Desk Side Support Engineer to provide in-person technical support during a critical Hypercare support period, ensuring a seamless post-go-live experience for users.
Big DataConsultingInformation TechnologySoftware
Responsibilities
Proactively walk the office floor to offer immediate assistance and identify issues before they are formally reported
Provide rapid hands-on troubleshooting for software, hardware, login issues, configuration errors, and workflow disruptions
Sit with users at their desks to walk them through new tools and processes offering real-time guidance and confidence-building support
Accurately log incidents and service requests into the ITSM platform ensuring all activity is documented and resolved within SLA targets
Triage and resolve Tier 1 and Tier 2 technical issues while escalating complex problems to specialized IT teams or higher-tier engineers
Capture frequently asked questions and recurring issues to build a knowledge base and internal FAQ documentation
Serve as the voice of the end-user by relaying feedback to project and implementation teams to improve the transition experience
Troubleshoot and support hardware including laptops desktops printers and peripherals to ensure seamless system compatibility
Provide support for Windows 10 and 11 macOS and Microsoft 365 applications ensuring users can operate effectively within the new environment
Use Active Directory for user and group account management including password resets and permission adjustments
Contribute to a positive IT presence through excellent customer service patience and the ability to explain technical concepts clearly
Stay calm and professional in high-pressure situations providing empathetic support to users navigating changes in technology
Manage multiple requests and prioritize tasks efficiently while working independently or within a team environment
Qualification
Required
Minimum of 3 years in a desk side support or end-user technical support role within a corporate environment
Associate's or Bachelor's degree in IT Computer Science or related field or equivalent hands-on experience
Strong technical troubleshooting knowledge of Windows 10 and 11 macOS and Office 365 productivity tools
Experience using Active Directory and ITSM systems such as ServiceNow for ticket handling and support tracking
Ability to deliver face-to-face support with patience professionalism and a customer-first mindset
Clear communication skills to convey solutions and technical details to users of varying technical skill levels
A proactive self-starter with strong critical thinking problem-solving and time management abilities
Team-oriented mindset with the flexibility to adapt quickly in a fast-paced post-implementation support environment
Benefits
Competitive salary and a great benefits package
Access trainings that focus on expanding your knowledge while staying up to date with cutting edge technologies and best practices
Clear career development plan that suits your goals
Possibility of working abroad through our mobility program thanks to our international presence
Dynamic, specialized and fast-growing group where communication is key and where every team member is valued
Part of a team where having fun is essential
Company
Scalian
Scalian is specializing in Digital Transformation, Digital Systems and Software Engineering, Quality and Performance Consultancy.
5001-10000 employees
H1B Sponsorship
Scalian has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (1)
2022 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2019-03-01Acquired
Recent News
2025-09-09
2025-07-30
Calian Group Ltd.
2025-05-17
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