Client Support Engineer

Client Support Engineer is the go-to person to solve associates’ technology challenges. You will troubleshoot issues related to operating systems, applications, and a variety of hardware devices (desktops/laptops, phone systems, video conferencing and mobile devices). You will also journal your work in our ticketing system and contribute tour integrated knowledge base so others can benefit from your solutions. We’re looking for someone who is friendly, knowledgeable, and able to breakdown technical jargon into user-friendly language. Because this role serves as the “Face of IT”, your ability to work collaboratively alongside other technology teams is important.

What you will be doing: End User Support

• Triaging and working incidents in the team queue, phone calls, emails, IM, and walk-ups through a resolution to allow associates to perform their job or collaborate with the proper team for assistance
• Performing all connect and disconnect functions of the equipment for issues such as user moves or relocations
• Modifying configurations, utilities, software default settings, etc. for local and remote workstations
• Providing audio visual assistance support and assist with meetings
• Supporting telecommunication needs, including desk phones, soft phones, mobile devices, and other related needs Communication and Focus on Service
• Serving as a trusted advisor to users at all levels of the company and show up as friendly, approachable, and conscientious, regardless of user disposition
• Discovering what associates are trying to accomplish, which may not be what they initially ask for
• Using effective negotiation skills to professionally address challenging user requests; using judgement to elevate concerns that require higher level support
• Following up on commitments to associates and team members
• Receiving user feedback, keeping a pulse on the business, and sharing appropriately with management team
• Drafting professional emails and other written materials to assist with user communication
• Making sound recommendations for improved technology performance/service; playing an assigned role in implantation and change management Collaboration with Other Groups
• Understanding / Learning Technologies, Teams, and Workflow
• Collaborating with appropriate IS team members as needed and properly, document with internal teams, and keeping users informed of ticket status until ticket is closed
• Welcome learning opportunities from other IS teams, apply new knowledge, and grow in ability to solve issues of greater technical complexity
• Partnering with outsourced technical support
• Ability to complete the execution, monitoring and controlling phases of project management Workspace and Asset Tracking
• Functioning as a custodian for technology equipment
• Securing technology assets; tagging and tracking technology assets Documentation
• Creating and maintaining documentation for all systems serviced by the Solution Center
• Maintaining accurate asset tracking information
• Identification of incident patterns or outages, and notification to the correct group

What we’re looking for:

Technology in use (Experience with several of these preferred):

• Associates degree (may be waved if significant, demonstrable experience)
• 2-4 years of experience, experience in enterprise with 500 users are preferred
• Office productivity applications, including Microsoft Office, Outlook, & Teams, Adobe, etc.
• Apple and Android mobile devices
• Dell laptop, desktops, monitors, and other peripherals
• General IP/Wifi network knowledge
• Basic network knowledge, including IP, DNS, DHCP, Routing, Switching, Wifi
• Intermediate knowledge of installing and uninstalling applications using GUI and command line
• Basic understanding of break fix troubleshooting specific applications, including internally developed and 3rd party applications
• Intermediate understanding of Active Directory, Azure AD & Exchange Online including managing users, groups, and computers
• A/V and Conference Room equipment
• Network and local printers
• Desk phones and headsets

Soft skill requirements:

• Strong customer service orientation
• Strong verbal and written communication skills
• Effective interpersonal skills
• Experience working in a team-orientated, collaborative environment

Working Conditions

• Ability to lift up to 50lbs on a regular basis
• Ability to crawl under desks or other tight spaces
• Need to be able to travel periodically
• Overtime is required on occasion to complete tasks
• Rotational On Call for after-hours support