Client Services Onsite Support Engineer

shieldtp; New York (NY); Hybrid; USD 60,000 - 75,000; Full time

Job summary

shieldtp is seeking a Client Services Onsite Support Engineer to be an embedded member of a client’s team. This full-time, onsite role focuses on prompt, courteous technical support, addressing hardware, software, and basic system issues while maintaining clear documentation and following SOPs for escalation.

The position involves working onsite Monday–Thursday at the client location with remote work on Fridays, ensuring productive end-user experiences and reliable support at the client site.

Responsibilities

• Respond to requests for assistance in person, by phone, and through support channels.
• Troubleshoot hardware, software, and basic system issues.
• Maintain accurate documentation and escalate complex issues per SOPs.
• Contribute to a positive client support experience and reliable service.

Job description

The Client Services Onsite Support Engineer is a full-time position placed onsite at one of our client locations. Working as an embedded member of the client’s team, you serve as the primary frontline resource for users who need prompt, courteous, and effective technical support. In this role, you will respond to requests for assistance in person, by phone, and through support channels, while troubleshooting hardware, software, and basic system issues. The ideal candidate combines strong customer service skills with sound technical judgment, maintains accurate documentation, and delivers reliable support that helps end users remain productive. This position also plays an important role in escalating complex issues appropriately, following standard operating procedures, and contributing to a positive client support experience. This is a full-time, onsite placement at a single client site and is not a remote position.

Work schedule for this position will be Monday - Thursday on site at client location and work from home (remote) on Fridays.