Onsite IT Support Engineer (1st-3rd line)

The Client Services Analyst provides technical assistance to computer system users. Responsibilities include answering questions or resolving computer problems for Clients in person, via telephone, or from a 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.
• 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, Azure 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 satisfaction.
• Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply the most effective resolution methodology.

Qualifications:

• +4 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.
• Excellent desktop and server troubleshooting skills.
• Strong hands-on experience in Azure, 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).
• Impeccable verbal/written communication.
• Exhibit a high level of professionalism and sound judgment.
• Experience with ConnectWise or similar ticketing system preferred.
• Financial services industry and MSP experience preferred.