Client Services Engineer

RFA, Inc.; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

RFA, Inc. is seeking a Client Services Engineer to provide technical assistance to system users. Your role will involve troubleshooting, maintaining systems, and managing client interactions with a focus on high-quality support. We're looking for experienced professionals with a strong background in IT support, particularly in the financial services sector.

Qualifications

• 4-7 years IT experience in an enterprise or server-based environment.
• 3+ years recent systems maintenance and technical support experience.
• Experience in financial services and MSP preferred.

Responsibilities

• Provide on-site technical support by troubleshooting issues.
• Maintain systems and install new equipment.
• Manage ticket queue and document problems.

Skills

Troubleshooting

Communication

Critical Thinking

Tools

Windows Server

MS Exchange/365

Active Directory

LAN/WAN

VMware

Citrix

MDM

Cisco

Job description

The Client Services Engineer provides technical assistance to computer system users. Responsibilities include 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.

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.

Qualifications

• 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.
• Financial services industry and MSP experience preferred.
• Excellent desktop and server troubleshooting skills.
• Strong hands-on experience in Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM, Azure and Microsoft Office Suite
• Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, Cisco, SAN (e.g., EMC, Equallogic), and Cyber Security (e.g., IPS, IDS).
• Impeccable verbal/written communication.
• Exhibit a high-level of professionalism and sound judgement.
• Experience with ConnectWise or similar ticketing system preferred.