Client Support Engineer

InfoHedge Technologies LLC; New York (NY); On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

Bonus eligible

Job summary

InfoHedge Technologies LLC is seeking a Client Site Services Engineer in New York, NY, to provide technical support and troubleshooting for client computers and users. The engineer will offer one-on-one training, resolve connectivity issues, and assist with hardware and software maintenance on-site.

Qualified candidates should have 3+ years of end-user support experience, strong competency with Microsoft applications, and relevant certifications. The role is essential in ensuring the seamless operation of client services weekly.

Qualifications

• 3+ years providing end-user support for current PC desktop and application software.
• 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment.
• 2+ years providing support for an enterprise-level user base in either the legal or financial services industries.

Responsibilities

• Identify, diagnose, and resolve first-level problems for end-users.
• Provide one-on-one end-user problem resolution for client software and connectivity.
• Document all client issues and resolutions in the ticketing system.

Skills

End-user support

PC desktop and application software

Microsoft applications

Education

CompTIA A+ Certification

CompTIA Net+ Certification

Job description

Location: New York, NY (onsite 5x/week)

Position Overview

Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; and perform related work as required. All work to be performed in client office. The Client Site Services Engineer will serve their primary client by going on-site to their locations, serving as deskside support and on-site support to all client issues, responding to service tickets of the client’s requests or problems; resolves all first level end-user problems; escalates all Tier 2 problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair and dispatch.

Responsibilities

• Identify, diagnose, and resolve first level problems for end-users of the workstations, laptops, terminal services, and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment; communicate solutions to end-users effectively.
• Provide one-on-one end-user problem resolution for client (PC) software and connectivity.
• Ensure that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required.
• Set up and assist in the configuration of end-user PC desktop hardware, software, and peripherals, both onsite and remotely.
• Diagnose and resolve end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems.
• Coordinate timely repair of PC computer equipment covered by third‑party vendor maintenance agreements.
• Perform minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third‑party vendor maintenance agreements as needed.
• Act as remote hands for engineering staff onsite as needed.
• Assist Network Technicians in creating materials for end‑user frequently asked questions (FAQs) and procedural knowledgebase articles.
• Provide assistance to Tier 2‑3 staff with problem research and documentation.

Qualifications

• 3+ years providing end‑user support for current PC desktop and application software.
• 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment.
• 3+ years providing end‑user support for current suite of Microsoft applications and management software.
• 2+ years providing support for an enterprise‑level userbase in either the legal or financial services industries.
• CompTIA A+ Certification or equivalent experience.
• CompTIA Net+ Certification or equivalent experience.

Base Salary Range: $80K - $105K (bonus eligible).

Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.