RTS Client Services Engineer - L1 or L2

Job Summary

The Client Services Engineer (CSE) is part of RTS's first line of service in providing exceptional support to our clients. The CSE position provides remote, technical support using exceptional troubleshooting and problem resolution skills. Solutions and any incident related information are properly documented, including all related activities, progress, and issue resolutions as well as communication with end users. This position ensures that as RTS pursues business growth, we maintain or grow our level of excellence in customer service.

• Attendance:
  Regular and predictable attendance is essential. Regular office hours are Monday-Friday 8:00 am - 5:00 pm, with flexibility for start/stop times as needed, and client needs may require flexibility in work hours.
• Service Request Management:
  Enter service requests accurately and document them fully into appropriate tracking systems. Escalate requests based on client/company standards and time frames.
• Problem Resolution:
  Research, resolve, and remedy user problems related to network access, local printers, PC hardware, email, internet, VPN, and WAN. Route and refer complex problems outside the team’s expertise.
• Software/System Support:
  Install, support, and document application software, hot fixes, and patches. Provide general administrative support for Microsoft-centric networks.
• Technical Familiarity:
  Experience with Remote Desktop Farms/Terminal Services, MS Exchange, Active Directory, Office 365, and Windows operating systems. Certifications are a plus.
• Communication:
  Coordinate and provide instructional support for third-party solutions and contractors for remote locations.
• Excellence:
  Commit to remedy less than excellent service outcomes. Ensure client needs are responded to within stated SLAs in accordance with RTS’s Statement of Excellence.
• Teamwork:
  Participate in a team environment, lend assistance as needed, and attend scheduled team meetings.
• Unparalleled Service:
  Uphold the highest standards of customer service for internal and external clients.
• Flexibility:
  Shift gears and implement new topics and processes to address emerging informational needs; schedule may require conformity to client needs.
• Continual Learning:
  Stay current on relevant topics and developments related to supported software and technology.
• On-Call Coverage:
  Provide regular, rotational on-call coverage after hours and on weekends as part of a 24x7 response rotation.
• Other Duties:
  Perform additional duties as assigned to meet client and organizational goals.

• Unquestionably sound ethics.
• Works well in a team environment.
• Excellent written and oral communication skills.
• Empathy and ability to provide relevant answers suitable to clients/customers at different stages of services processes.
• Manage multiple priorities and deadlines through disciplined approaches and clear communication.
• Locate, track, organize, and summarize information.
• Excellent troubleshooting skills.
• Adaptable.
• Coaching and training others.
• Build relationships, ask questions, engage in discussion, and provide summaries.
• Sense of humor.

• Ability to communicate technical issues or needs to non-technical individuals.
• Organize time and prioritize tasks based on urgency and importance.
• Document and communicate effectively in writing.

• High school diploma required; associate’s degree preferred.
• Previous customer service experience required.

• A+/Network+, HDI-SCA, or similar service desk agent certification, ITIL, or entry-level certifications for applications, networking, or firewall technology required.
• Preferred certifications: VMWare, Microsoft, Cisco, Ruckus, Watch Guard, and Citrix.

Prolonged periods of sitting at a desk and working on a computer.

Benefits focused on physical and mental health, paid time off for volunteering and diversity-related activities, flexible work arrangements, and more.

Rehmann is an Equal Opportunity Employer.