Client Support Engineer

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As a Client Support Engineer 1, you will have the responsibility for full-time support. We are looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

• Deliver IT support to clients via a ticketing system (Connectwise), will be responsible for documenting and resolving customer issues in all areas of IT support
• Ability to handle diverse computing environments in a wide cross section of business clients
• Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
• Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
• Coordinate onsite PC hardware repair with third-party vendors
• Provide onsite assistance for remote Engineers
• Sets client expectations appropriately throughout the troubleshooting process
• Utilizes appropriate software utilities, Thrives Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
• Demonstrate the correct level of urgency while resolving client incidents Resolution of incidents/requests related to, but not limited to the following:
• Mail Application/Office 365 issues Client/Server
• Connectivity issues (per SOP)
• Time Sensitive and VIP Workstation incidents
• File Restores
• Remote Access/Onsite incidents (Citrix and Terminal Services)
• Password Resets
• Networked Printer Issues New PC installation including hardware, software and peripherals
  
  
  

QUALIFICATIONS:

• At least 2-41+ years of solid desktop support experience
• Strong general application knowledge (Office and other mainstream applications)
• Strong desktop OS skills Windows 10/11 Desktop Operating System.
• Competency with PC, Server and peripheral hardware troubleshooting
• Strong problem-solving skills with the ability to prioritize and coordinate tasks
• Experience with IT Glue will be a plus
  
  
  

NICE TO HAVES:

• Cisco CCNA
• Azure
• Security+
• A+
• Net+
• MS365
• VMware/Citrix