Client Services Onsite Support Engineer

Shield; Village of Roslyn (NY); On-site; USD 65,000 - 80,000; Full time

Job summary

Shield is hiring a Client Services Onsite Support Engineer to be embedded at a client site in New York, delivering prompt technical support for hardware, software, and access issues. The role is full-time and onsite, serving end users and collaborating with the client team.

The ideal candidate will have 2–5 years in a helpdesk or desktop support environment, strong customer service skills, and ability to document actions and escalate as needed.

Qualifications

• 2–5 years of helpdesk/desktop support experience.
• Experience supporting hardware, software, and user access.
• Onsite client interaction and documentation skills.
• Entry‑level certifications such as CompTIA A/Network or Microsoft Fundamentals are a plus.

Responsibilities

• Serve as the first point of contact for end users and IT staff seeking technical assistance.
• Develop familiarity with the client’s environment, systems, and procedures.
• Coordinate with internal Client Services teams on escalations and reporting.
• Respond to incidents and service requests via phone, email, ticketing systems, and in-person support.
• Troubleshoot and resolve basic to intermediate hardware, software, connectivity, and account access issues.
• Maintain ownership of requests and ensure timely follow-up and resolution.
• Document incidents, troubleshooting steps, and resolutions clearly in the system.
• Escalate unresolved or high-impact issues per SOPs and procedures.
• Provide users with clear guidance and timely updates throughout the process.
• Assist with setup, configuration, and basic maintenance of workstations and peripherals.
• Monitor support queues and address tickets according to SOP.

Skills

Customer service

Communication

Troubleshooting

Help desk

Onsite support

Documentation

Time management

Tools

CompTIA A

CompTIA Network

Microsoft Fundamentals

Job description

Client Services Onsite Support Engineer

Department:Managed Services

Employment Type:Full Time

Location:Liss Technologies - New York

Compensation:$65,000 - $80,000 / year

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.

The work schedule for this position will be 12:00PM - 9:00PM ET Monday - Friday.

The ideal candidate will bring 2--5 years of experience in a helpdesk, desktop support, or technical support environment, with a demonstrated ability to troubleshoot common hardware, software, and user‑access issues effectively. This individual should be comfortable working directly with end users as an embedded member of a client's team, managing multiple requests, and maintaining a service‑oriented approach in a fast‑paced setting. Basic industry certifications are a plus and may include credentials such as CompTIA A , CompTIA Network , Microsoft fundamentals, or similar entry‑level technical certifications.

On a typical day, this role involves working onsite at the assigned client location, monitoring incoming support requests and assisting users with a wide range of technical needs. You will communicate with end users to gather relevant details, troubleshoot problems methodically, document actions taken, and ensure each issue is followed through to completion or properly escalated. Success in this role requires balancing responsiveness with accuracy, maintaining a professional and helpful demeanor, and contributing to a dependable support experience that reflects the standards of the Client Services team.

Key Responsibilities

• Serve as the first point of contact for the client's end users and IT staff seeking technical assistance.
• Develop working familiarity with the client's environment, systems, users, and standard operating procedures.
• Coordinate with the LISS Technologies Client Services team on escalations, documentation, and reporting.
• Respond to inbound incidents and service requests through phone, email, ticketing systems, and in-person support.
• Troubleshoot and resolve basic to intermediate hardware, software, connectivity, and account access issues in a timely manner.
• Maintain end-to-end ownership of support requests, ensuring timely follow-up, clear communication, and appropriate resolution.
• Document incidents, troubleshooting steps, resolutions, and user interactions accurately within the designated support system.
• Escalate unresolved or high‑impact issues to the appropriate LISS Technologies support teams in accordance with established procedures.
• Provide users with clear, easy-to-understand guidance and updates throughout the support process.
• Assist with setup, configuration, and basic maintenance of workstations, peripherals, and standard business applications.
• Monitor support queues and address tickets based on SOP
• Participate in and adhere to all standard operating procedures, service standards, and departmental policies.
• Identify recurring issues and share feedback or improvement opportunities with the broader support team.
• Support a professional, service-oriented environment by demonstrating patience, accountability, and responsiveness in all client interactions.

Skills, Knowledge & Expertise

• Strong customer service, interpersonal, and communication skills.
• Ability to diagnose and resolve common technical issues efficiently and accurately.
• Working knowledge of desktop operating systems, business applications, printers, mobile devices, and basic networking concepts.
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills and attention to detail in documenting incidents and resolutions.
• Ability to prioritize multiple requests and work effectively in a fast-paced support environment.
• Commitment to following procedures, maintaining professionalism, and delivering a high-quality support experience.