Client Services Engineer

September 7

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RFA

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Trusted technology partner for the financial sector

Information Technology • Disaster Recovery and Business Continuity • Cloud Services • Financial Services • Hedge Funds

201 - 500

Description

• 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 satisfaction. • Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgement to apply most effective resolution methodology.

Requirements

• 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). • Impeccable verbal/written communication. • Exhibit a high-level of professionalism and sound judgement. • Experience with ConnectWise or similar ticketing system preferred.