Client Support Engineer

About the role

Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; and perform related work as required. All work to be performed in client office.

Responsibilities

• Identify, diagnose, and resolve 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; communicate solutions to end-users effectively
• Provide one-on-one end-user problem resolution for client (PC) software and connectivity
• Ensure that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required
• Set up and assist in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
• Diagnose and resolve end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems
• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Perform minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed
• Act as remote hands for engineering staff onsite as needed
• Assist Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles
• Provide assistance to Tier 2-3 staff with problem research and documentation

Requirements

• 3+ years providing end-user support for current PC desktop and application software
• 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment
• 3+ years providing end-user support for current suite of Microsoft applications and management software
• 2+ years providing support for an enterprise level userbase in either the legal or financial services industries
• CompTIA A+ Certification or equivalent experience
• CompTIA Net+ Certification or equivalent experience

Pay

Base Salary Range: $80K – $105K (bonus eligible). Actual compensation within the range will be dependent upon the individual’s skills, experience, qualifications and location, and applicable employment laws.