Client Services Engineer

Summary

Join our team as a Client Services Engineer and provide technical assistance to computer system users. You will troubleshoot issues, work with vendors, maintain systems, and install new equipment. Responsibilities include supporting users with hardware and software problems, managing ticket queues, and interacting with clients. This role requires a Bachelor's degree or equivalent experience, along with 4-7 years of related IT experience and 3+ years of systems maintenance and end-user support. Experience in the financial services industry and with specific technologies is preferred.

Requirements

• Fluent in French
• Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience
• 4-7 years of related IT experience in an enterprise or server based environment
• Must have 3+ years of recent systems maintenance and end user technical support experience
• Excellent desktop and server troubleshooting skills
• Strong hands-on experience in Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM and Microsoft Office Suite
• Impeccable verbal/written communication
• Exhibit a high-level of professionalism and sound judgement

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
• Provide technical assistance to computer system users. 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

Preferred Qualifications

• Financial services industry and MSP experience
• Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, Cisco, SAN (e.g., EMC, Equallogic), and Cyber Security (e.g., IPS, IDS)
• Experience with ConnectWise or similar ticketing system