Technology Solutions Client Services Engineer

Technology Solutions Client Services Engineer 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 taken and any incident related information is properly documented including all related activities, progress information and issue resolutions as well as communication with end user. This position exists to ensure that as RTS dynamically pursues business growth and success at the rapid pace that the IT industry (and our clients) demands, we are doing so in such a way that consistently maintains or grows our level of excellence in the customer service we provide.

This position requires rotational, on-call hours.

• Attendance:
  Regular and predictable attendance is essential to the success of this role. Regular office hours are Monday-Friday 8:00am-5:00pm, with the opportunity for mutually agreed upon flexibility of start/stop times; however, client needs may require flexibility in work hours.
• Service Request Management:
  Enter service requests accurately and with full documented detail (process and procedure) into appropriate tracking systems. Escalate service requests based client/company based 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 & refer problems outside of expertise of more complex problems to other team members. Focus is on maximizing productivity uptime and enhancing customer efficiently in utilizing software solutions.
• Software/System Support:
  Install, support and document application software, hot fixes and patches. Provide general administrative support for Microsoft centric networks.
• Familiarity/Experience in key supported applications:
  Remote Desktop Farms/Terminal Services, MS Exchange, Active Directory, Office 365, MS Windows Operating Systems. Certifications are …
• Communication:
  Coordinate and provide instructional support for third party solutions and contractors for remote locations.
• Excellence:
  Commitment to take the steps necessary to remedy less than excellent service outcomes. Ensure that clients’ needs are responded to within stated SLAs and in accordance with RTS’s Statement of Excellence.
• Teamwork:
  Participate in a team environment; lending and welcoming assistance as needed and/or requested. Participate in scheduled team meetings.
• Unparalleled Service:
  Uphold for team and self the highest standards of customer service at all times to internal and external clients.
• Flexibility:
  The ability to shift gears and implement new topics and processes quickly to address emerging informational needs. Work schedule may require conformity to client needs and outcomes. This position is part of a 24x7 on-call response rotation.
• Continual Learning:
  Stay current on relevant topics and development related to the software and technology supported.
• Able to provide regular, rotational on-call coverage after hours and on weekends.
• Other duties as assigned to meet client and organizational goals.
• Unquestionably sound ethics.
• Works well in 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.
• The ability to locate, track, organize and summarize information.
• Adaptable.
• Able and willing to coach and train others.
• The ability to build relationships; to ask questions that elicit responses and engage the other in discussion; the ability to introduce and describe relevance at the onset of the engagement and provide summaries to reinforce the message.
• Sense of humor.

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

Education:

High school diploma required. Associate’s degree preferred.

Experience:

Previous customer service experience required. Entry level certifications for applications, networking, or firewall technology required. VMWare, Microsoft, Cisco, Ruckus, Watch Guard, and Citrix preferred.

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

Rehmann is an Equal Opportunity Employer.