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 remote technical support to clients. The role involves troubleshooting, problem resolution, and documentation of incidents, ensuring consistent excellence in customer service. On‑call rotation and flexible work hours are required.

• Attendance:
  Regular and predictable attendance, with Monday‑Friday 8:00 am‑5:00 pm office hours and flexibility to meet client needs.
• Service Request Management:
  Enter requests accurately into tracking systems and escalated as per client/company standards.
• Problem Resolution:
  Research, resolve, and remedy user problems related to network access, local printers, PC hardware, email, internet, VPN, and WAN; route complex issues to other team members.
• Software/System Support:
  Install, support, and document application software, hot‑fixes, and patches; provide general administrative support for Microsoft‑centric networks.
• Familiarity/
  
  Experience:
  
  Remote Desktop Farms/Terminal Services, MS Exchange, Active Directory, Office 365, Windows OS; certifications are a plus.
• Communication:
  Coordinate and provide instructional support for third‑party solutions and contractors in remote locations.
• Excellence:
  Commit to remedy sub‑excellent service outcomes and ensure SLA compliance under RTS’s Statement of Excellence.
• Teamwork:
  Participate in a team environment, lend assistance, and attend scheduled meetings.
• Unparalleled Service:
  Uphold highest standards of customer service to internal and external clients.
• Flexibility:
  Shift quickly to new topics and processes; work schedule may require conformity to client needs.
• Continual Learning:
  Stay current on relevant software and technology topics.
• On‑call Coverage:
  Provide regular, rotational after‑hours and weekend coverage.
• Other Duties:
  Perform additional tasks 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 to clients at different stages of services processes.
• Manage multiple priorities and deadlines through disciplined approaches.
• The ability to locate, track, organize and summarize information.
• Excellent troubleshooting skills.
• Adaptable.
• Able and willing to coach and train others.
• Ability to build relationships, ask insightful questions and engage discussion.
• Sense of humor.

• 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.

• Education: High school diploma required; associate’s degree preferred.
• Experience: Previous customer service experience required.
• Licenses/Certifications: A+/Network+, HDI‑SCA or similar service desk agent certification, ITIL, or 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.

Benefits include physical and mental health programs, paid time off for volunteering, flexible work arrangements, and other resources to support growth and development.

Rehmann is an Equal Opportunity Employer.