Client Support Engineer

Primary Responsibilities

• Identifies, diagnoses, and resolves first level problems for end-users of the workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment.
• Communicates solutions to end-users effectively.
• Provides one-on-one end-user problem resolution for client (PC) software and connectivity.
• Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely.
• Diagnostics and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems.
• Aid Onsite POCs with documentation and IT strategy in conjunction with remote team.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed.
• Works with internal and client project teams to assist client with onboarding of new offices.
• Aids Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles.
• Assists Tier 2-3 staff with problem research and documentation.

Have The Ability To Deliver technical customer support professionally

• Identify, troubleshoot and resolve a wide range of technical computer-related problems.
• Make the distinction between first and second level end-user problems.
• Identify, evaluate and solve end-user workstation problems.
• Support and train end-users in a wide range of software applications as needed.
• Read, understand and apply complex technical information.
• Maintain cooperative working relationships.
• Demonstrate sensitivity to, and respect for, a diverse population.
• Represent the company by supporting and communicating in an effective and professional manner at all times.

Knowledge Of

• Desktop operating systems, various software applications and basic hardware for the workstations and laptops.
• Principles and theories of network systems and management.
• Internet technologies and products.
• Understanding of change control procedures.
• Basic understanding of electrical safety procedure.

Minimum Qualifications

• Candidates must meet the minimum qualifications as detailed below or have an equivalent of documented experience.
• Equivalency decisions are made based on a combination of education and experience that would likely provide the required knowledge and abilities.
• Experience: 5+ years providing end-user support for current PC desktop and application software, 5+ years installing, upgrading, troubleshooting and repairing personal computers in a corporate networked environment, 2+ years providing support for an enterprise level userbase in either the legal or financial services industry.
• Experience with IT onboardings of new clients or facilities is a plus.

Special Requirements

• Must be able to sit for prolonged periods of time in front of a computer.
• Willing to travel to satellite and new offices up to 25% of the time.
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking.
• Must have excellent written and oral communication skills.