The Client Services Engineer provides technical assistance to computer system users. Responsibilities include answering questions or resolving computer problems for Clients in person, via telephone, or from a remote location, as well as providing assistance concerning the use of computer hardware and software, printer installations, word processing, electronic mail, and operating systems.
Responsibilities
* Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
* Maintain systems, install new equipment, and make modifications to client infrastructure as requested.
* Able to troubleshoot mobile devices (setup, email, and security tokens).
* Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, O365, MDM, SharePoint, and DNS.
* Evaluate client's operational efficiency of different IT systems and recommend improvements.
* Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.
* Interact with RFA clients using clear and concise communication to facilitate ticket status updates and product availabilities.
* Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date.
* Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client satisfaction.
* Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply the most effective resolution methodology.
Qualifications
* Bachelor's degree in Computer Science, Information Technology, or equivalent level of hands-on experience.
* 4-7 years of related IT experience in an enterprise or server-based environment.
* Must have 3+ years of recent systems maintenance and end-user technical support experience.
* Financial services industry and MSP experience preferred.
* Excellent desktop and server troubleshooting skills.
* Strong hands-on experience in Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM, and Microsoft Office Suite.
* Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, Cisco, SAN (e.g., EMC, Equallogic), and Cyber Security (e.g., IPS, IDS).
* Impeccable verbal/written communication skills. Exhibit a high level of professionalism and sound judgment.
* Experience with ConnectWise or similar ticketing system preferred.
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