Client Services / Service Desk 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 from 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 in order 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.
• Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgement to apply most effective resolution methodology.

Qualifications

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$75,000 - $80,000 a year