What are the responsibilities and job description for the Senior Client Services Engineer/ Jr System Admin position at RFA?
Senior Client Services Engineer/ Junior System Administrator
The Senior 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
Work with VIP clients who can be challenging and require special care and hands on support.
Providing C-Level support to internal RFA staff and clients.
Helping the team with escalations and being available to ITC for higher level redirects.
Work with management on testing new products internally.
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.
Assist system users by confidently troubleshooting Tier 3 and Tier 4 issues, including: Active Directory, MS Exchange, M365, 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.
Mentor New Hires. Provide training on new technology as requested.
Ensure runbooks for new client onboarding are checked for consistency and work closely with the new Transition from Project to Support teams to relay any changes or highlight any issues
Check Aged tickets from your Pod and send out weekly email report to your Pod members highlighting any Aged Tickets for review
Ensure you are meeting quarterly with your CSE Pod members and that you are bringing the results back to your CSM
Manage and run the Lab Tests for 2nd stage interviews for any new CSE candidates being interviewed
Required Skills
Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience.
5-7 years of related IT experience in an enterprise or server based environment.
Must have 5 years of recent 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, and Cisco.
Impeccable verbal/written communication.
Exhibit a high-level of professionalism and sound judgment.
Experience With ConnectWise Or Similar Ticketing System Preferred.
$120,000 - $130,000 a year
The Senior 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
Work with VIP clients who can be challenging and require special care and hands on support.
Providing C-Level support to internal RFA staff and clients.
Helping the team with escalations and being available to ITC for higher level redirects.
Work with management on testing new products internally.
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.
Assist system users by confidently troubleshooting Tier 3 and Tier 4 issues, including: Active Directory, MS Exchange, M365, 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.
Mentor New Hires. Provide training on new technology as requested.
Ensure runbooks for new client onboarding are checked for consistency and work closely with the new Transition from Project to Support teams to relay any changes or highlight any issues
Check Aged tickets from your Pod and send out weekly email report to your Pod members highlighting any Aged Tickets for review
Ensure you are meeting quarterly with your CSE Pod members and that you are bringing the results back to your CSM
Manage and run the Lab Tests for 2nd stage interviews for any new CSE candidates being interviewed
Required Skills
Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience.
5-7 years of related IT experience in an enterprise or server based environment.
Must have 5 years of recent 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, and Cisco.
Impeccable verbal/written communication.
Exhibit a high-level of professionalism and sound judgment.
Experience With ConnectWise Or Similar Ticketing System Preferred.
$120,000 - $130,000 a year
Salary : $120,000 - $130,000