Onsite IT Support Engineer (Weekend hours)

RFA; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

RFA is seeking a Client Services Engineer to provide technical assistance to computer system users in New York. This role involves troubleshooting issues, maintaining systems, and on-site support for various IT systems.

The ideal candidate will have a Bachelor's degree in Computer Science with 4-7 years of experience, including hands-on technical support in an enterprise environment. A strong background in Windows Server, MS Exchange, and Active Directory is essential.

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 experience preferred.

Responsibilities

• Provide on-site technical support to system users by troubleshooting issues.
• Maintain systems, install new equipment, and make modifications as requested.
• Manage ticket queue and ensure timely response to issues.

Skills

Desktop troubleshooting

Server troubleshooting

Communication skills

Critical thinking

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

Windows Server

MS Exchange/365

Active Directory

VMware

Citrix

ConnectWise

Job description

Onsite, working 4 shifts, 10 hour days over the weekend:

Fri - 12:00 - 10:00 PM

Monday - 12:00 - 10:00 PM

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 judgment to apply most effective resolution methodology.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands‑on experience.
• 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 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).
• Exhibit a high-level of professionalism and sound judgment.
• Experience with ConnectWise or similar ticketing system preferred.