Sr. Client Support Engineer

Job Description

Sr. Client Support Engineer is the point of reference to solve associates' technology challenges. You will troubleshoot issues related to operating systems, applications, and a variety of hardware devices (desktops/laptops, phone systems, video conferencing, and mobile devices). You will also journal your work in our ticketing system and contribute your integrated knowledge base so others can receive help from your solutions. We're looking for someone friendly, knowledgeable, and able to break down technical jargon into user-friendly language. Because this role serves as the "Face of IT", your ability to work collaboratively alongside other technology teams is important.

• Work Incidents that come into our queue and aid customers in getting back up and running.

• Work Service requests in our queue and aid in fulfilling the user's request or routing to the proper group to have the request worked.

• Create and keep documentation for all systems services by the Solution Center.

• Install and support audio/visual equipment for conference rooms.

• Aid in the identification of outages to engage proper support promptly.

• Help with identifying issues that arise with technicians at Level 1 Managed Service Provider: Logging, Troubleshooting, Procedure, etc., and report these issues to the MSP management.

• Support department activities with regular and prompt attendance.

• Typically, can resolve all complexity of problems. This may involve the use of a problem management database and help desk systems.

• Build business relationships across the business to fortify partnerships.

CSE, Senior Skills:

• Advanced troubleshooting knowledge in a server/client Microsoft environment

• Collaboration with internal team and across other departments; relationship building.

• Diplomat of the Solution Center

• Solid networking knowledge

• Familiarity with IP telephony

• Proficient usage of office applications such as Microsoft Office, Adobe,

• Advanced knowledge of Active Directory, experience with Azure AD user creation, DC's

• Advanced troubleshooting abilities for browser

• Familiarity with Apple and Android mobile devices.

• Must be comfortable communicating with users at their technical level.

• Experience troubleshooting/supporting Outlook in an exchange environment and cloud.

• Must be able to adapt quickly to a challenging environment and juggle multiple priorities.

• Meticulous; proficient writing skills for documentation purposes

• Mentor other associate and intermediate-level solution center technicians. Maintain a positive team environment by advocating for the team. Find areas for training.

Organizational Competencies: Customer services, Project coordination, process documentation

Professional/Technical Competencies: Active Directory, Azure, Domain Controllers, DNS, DHCP, RDS, Exchange Online, thorough knowledge of SCCM involving endpoint management, Intune, PowerShell, Windows registry, VM's - Hyper-V, Asset Lifecycle Management, cost controls, and contract tracking.