Client Support Engineer

Thrivenextgen; City of London; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading IT services company in London is seeking a Customer Support Engineer. The role involves providing technical support for client computers and users, troubleshooting issues, setting up hardware, and assisting users with software applications. A minimum of 3 years of experience in technical support and relevant certifications are required. This is a full-time position offering comprehensive support in a dynamic IT environment.

Qualifications

• 3+ years providing end-user support for current PC desktop and application software.
• 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment.
• 2+ years providing support for an enterprise level userbase in the legal or financial services industries.

Responsibilities

• Provide technical support for client computers and users.
• Diagnose and resolve first level problems for end-users.
• Document client issues and resolutions in ticketing systems.

Skills

Technical problem resolution

Customer support

PC software application support

Education

CompTIA A+ Certification

CompTIA Net+ Certification

Tools

Microsoft applications

Job description

Position Overview

Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; and perform related work as required. All work to be performed in client office.

The Client Site Services Engineer will serve their clients by going on-site to their locations, serving as deskside support and on-site support to all client issues, responding to service tickets of the client’s requests or problems; resolves all first level end-user problems; escalates all Tier 2 problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair and dispatch.

Primary Responsibilities

• Primary responsibilities are descriptive and not restrictive in nature
• Identifies, diagnoses, and resolves first level problems for end-users of the workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment; communicates solutions to end-users effectively
• Provides one-on-one end-user problem resolution for client (PC) software and connectivity.
• Ensure that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required
• Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed
• Acts as remote hands for engineering staff onsite as needed
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles
• Provides assistance to Tier 2-3 staff with problem research and documentation

Have the Ability to

• Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; distinguish between first and second level end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population. Represent the company by always supporting and communicating in an effective and professional manner.

Knowledge of

Desktop operating systems, various software applications and basic hardware for the workstations and laptops; principles and theories of network systems and management; Internet technologies and products; understanding of change control procedures; basic understanding of electrical safety procedure.

Minimum Qualifications

Candidates must meet the minimum qualifications as detailed below or have an equivalent of documented experience. Equivalency decisions are made based on a combination of education and experience that would likely provide the required knowledge and abilities.

Experience

• 3+ years providing end-user support for current PC desktop and application software.
• 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment
• 3+ years providing end-user support for current suite of Microsoft applications and management software
• 2+ years in providing support for end user
• 2+ years providing support for an enterprise level userbase in either the legal or financial services industries
• CompTIA A+ Certification or equivalent experience
• CompTIA Net+ Certification or equivalent experience

Special Requirements

• Must be able to sit for prolonged periods of time in front of a computer
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking
• Must have excellent written and oral communication skills

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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