Client Services Engineer

We are looking for a Client Services Engineer to provide technical assistance and support to computer system users. This role is essential for ensuring that our clients receive the highest level of service regarding their IT systems. The successful candidate will work directly with users to troubleshoot and resolve issues, both on-site and remotely.

Key Responsibilities

• Technical Support: Provide on-site technical assistance by troubleshooting hardware and software issues and collaborating with vendors to resolve major problems.
• System Maintenance: Maintain existing systems, install new equipment, and modify client infrastructure as requested.
• Mobile Device Support: Troubleshoot mobile devices, including setup, email configuration, and security tokens.
• Issue Resolution: Assist users in troubleshooting Tier 1 to Tier 3 issues, covering areas such as Active Directory, MS Exchange, O365, MDM, SharePoint, and DNS.
• Operational Evaluation: Evaluate clients' operational efficiency concerning different IT systems and recommend improvements.
• Ticket Management: Manage the ticket queue by documenting, tracking, and monitoring problems, ensuring timely responses and closures.
• Client Interaction: Communicate clearly and concisely with RFA clients to provide updates on ticket status and product availability.
• Exchange and AD Management: Manage MS Exchange environments and Active Directory tasks (add, delete, change) while maintaining up-to-date records.
• Professional Conduct: Demonstrate urgency in resolving issues while maintaining professionalism and managing client expectations.
• Critical Thinking: Leverage critical thinking skills to evaluate potential solutions and apply the most effective resolution methodology.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or equivalent hands-on experience.
• Experience: 4-7 years of related IT experience in an enterprise or server-based environment, with a minimum of 3 years in systems maintenance and end-user technical support.
• Industry Knowledge: Experience in the financial services industry and Managed Service Provider (MSP) preferred.
• Technical Skills:
  • Excellent desktop and server troubleshooting skills.
  • Strong hands-on experience with Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM, and Microsoft Office Suite.
  • Knowledge of VMware, Citrix, MDM, disaster recovery, Cisco, SAN (e.g., EMC, Equallogic), and cybersecurity (e.g., IPS, IDS).
• Communication Skills: Impeccable verbal and written communication skills.
• Professionalism: Exhibit a high level of professionalism and sound judgment.
• Ticketing Systems: Experience with ConnectWise or a similar ticketing system preferred.