Client Services Support Engineer

We are seeking a positive, confident, and motivated individual to fill the role of Client Services Support Engineer in service of our client portfolio in North America. As a Support Engineer you will be the first point of contact for all client-submitted tickets and questions and be expected to find solutions to every request assigned to you. You will report directly to the Director of Client Services but will work closely with other members of the client services team, as well as, Project Managers, Account Managers, product vendors and client teams. Our CS team serves over 140 locations across the United States and Canada and you will be a vital component in the operational success of this division.

The ideal candidate will have basic IT knowledge/experience such as networking, VLAN, routing, server administration, low voltage electrical concepts. Successful candidates will also be resourceful and capable of working under minimal direction, where required. You will be expected to seek answers to inquiries and provide timely follow-through on all requests. Your communication must be clear, concise, accurate, and solution oriented.

Responsibilities

• Act as the first responder to all tickets and inquiries into the help desk and ensure each request has the appropriate amount of information required to facilitate issue resolution, or to escalate as required.
• Field requests for service from all channels, including email, phone, text, walk-up, and video conference.
• Provide tier one and two levels of support to automated parking guidance solution hardware and software, to include industry standard and proprietary components.
• Provide remote support, where required, to client facilities teams and TKH Security service contractors, while maintaining expeditious ticket resolution as a primary goal.
• Provide detailed notes on all interactions, service work, remote support, and configuration changes within the corresponding tickets and/or Dynamics records.
• Clearly document all correspondence per the department standard operating procedures.
• Build and maintain rapport with new and existing clients through effective and professional communication.
• Maintain client and system records in Microsoft Dynamics and Atlassian Confluence.
• Stay abreast of all changes, developments, enhancements for all TKH Security related systems, products, and upgrades.
• Demonstrate professionalism and courtesy in all interactions with clients, team members, and contractors.

Qualifications

• Recent college graduate in IT or related field or
• Some technical training and or 1-2 years of related experience.
• Computer skills – must be proficient with Microsoft Office, specifically Outlook, Word, and Power Point, and be capable of demonstrating proficiency in any application that TKH Security may utilize in the future.
• Demonstrate an understanding of networking principles, specifically Layer 2 and Layer 3 VLAN configurations.
• Demonstrate an understanding of server administration principles, to include Windows Server, VMWare and Linux distributions.
• Prior experience in a customer-faced, solution-oriented support role preferred.
• A desire for personal and professional growth in a challenging and engaging environment.
• A friendly, confident and professional attitude.
• Attention to detail. Ability to prioritize and multitask.
• Excellent verbal and written communication skills.

This role is a hybrid role: 3 days in office/2 days work remotely. Hours are 8:30-5:30 and salary range is $55-65k, depending upon experience.