Client Support Engineer

InfoHedge Technologies LLC; Overland Park (KS); On-site; USD 50,000 - 70,000; Full time

Job summary

InfoHedge Technologies LLC is seeking a Client Site Services Engineer in Overland Park, Kansas. The role involves providing technical support for PC software and hardware, diagnosing issues, and assisting users directly at client locations. Qualified candidates should have at least 3 years of end-user support experience and relevant certifications like CompTIA A+ and Net+. The position requires troubleshooting skills in a corporate environment and the ability to handle service tickets effectively.

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.

Responsibilities

• Provide technical hardware, software, and connectivity problem resolution.
• Serve as deskside support and on-site support for client issues.
• Resolve first level end-user problems and escalate Tier 2 issues.
• Coordinate timely repair of PC equipment covered by vendor maintenance.

Skills

End-user support

PC troubleshooting

Microsoft applications support

Network troubleshooting

Technical training

Education

CompTIA A+ Certification

CompTIA Net+ Certification

Job description

Location

Location: Overland Park, Kansas (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.

Primary Responsibilities

• Primary responsibilities are descriptive and not restrictive in nature
• Identifies, diagnoses, and resolves 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; communicates solutions to end-users effectively
• Provides one-on-one end-user problem resolution for client (PC) software and connectivity.
• Ensures that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required
• Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed
• Acts as remote hands for engineering staff onsite as needed
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles
• Provides 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