Client Services Engineer

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 remotely, as well as providing assistance with computer hardware and software, printer installations, word processing, electronic mail, and operating systems.

Responsibilities

1. Provide on-site technical support by troubleshooting issues and working with vendors to resolve hardware and software problems.
2. Maintain systems, install new equipment, and modify client infrastructure as requested.
3. Troubleshoot mobile devices, including setup, email, and security tokens.
4. Support system users by troubleshooting Tier 1-Tier 3 issues such as Active Directory, MS Exchange, O365, MDM, SharePoint, and DNS.
5. Evaluate client operational efficiency and recommend improvements.
6. Manage ticket queues by documenting, tracking, and resolving problems promptly.
7. Communicate clearly with RFA clients regarding ticket status and product availability.
8. Manage MS Exchange and Active Directory environments, keeping systems up-to-date.
9. Act professionally with a sense of urgency, managing client expectations effectively.
10. Use critical thinking to evaluate solutions and apply appropriate resolution methods.

Qualifications

1. Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
2. 4-7 years of IT experience in enterprise or server environments.
3. At least 3 years of recent systems maintenance and end-user support experience.
4. Experience in the financial services industry and MSP preferred.
5. Strong troubleshooting skills for desktops and servers.
6. Hands-on experience with Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM, and Microsoft Office Suite.
7. Knowledge of VMware, Citrix, MDM, Disaster Recovery, Cisco, SAN, and Cyber Security.
8. Professionalism and sound judgment.
9. Experience with ConnectWise or similar ticketing systems is a plus.