Client Services Engineer (L3)

KJ Technology•New York, NY

21h•Onsite

About The Position

KJ Technology is seeking a polished, client-facing Client Services Engineer (L3) to provide white-glove onsite and remote IT support for high-end business clients across New York City. This role will handle Level 2+ service desk requests and perform proactive onsite visits to client environments. The ideal candidate has strong interpersonal skills, advanced technical capability, and the confidence to operate independently in client-facing situations, with a continued drive to deepen their expertise and stay current with emerging technologies. They will have the opportunity to work with cutting-edge AI tools and frontier large language models (LLMs) that KJ leverages to enhance service delivery, accelerate troubleshooting, improve documentation, and elevate the client experience. This role collaborates closely with senior engineers while performing incident and problem resolution, owning requests through completion. The Client Services Engineer will also support PC deployments in KJ’s internal hardware lab as part of the deployment team.

Requirements

A minimum of 5 years of relevant experience within an IT Managed Service Provider (MSP). Additional transferable experience will also be considered.
Excellent verbal and written English communication skills; understands active listening and can demonstrate abilities to empathize with people.
Resourcefulness in finding root causes and solutions to problems.
Interest in AI, automation, and emerging technologies, with a willingness to learn and incorporate modern AI tools into daily workflows.
Possess a basic level of awareness of 3 core ITIL Service Processes (Incident, Problem, Change).
Driven to learn new technologies, methods, and practical skills.
A valid driver's license is required.
Access to a car is preferred (although most clients will be accessed via public transportation).
Knowledge and familiarity of Windows device setups and configurations.
Familiarity with the workings of Microsoft 365 Admin, specifically with user creation and exchange online administration.

Nice To Haves

Certifications such as CompTIA Network+, Security+, Microsoft Azure Administrator, or Microsoft 365 Administration are preferred.
Auvik experience is a plus.
Halo is a plus.

Responsibilities

Respond to assigned Level 2+ reactive and proactive help desk service requests; user-generated or auto-generated through monitoring infrastructure.
Configure desktops and laptops to fit client needs.
Monitor and resolve issues within client networks using existing monitoring tools.
Services delivered both onsite and remotely.
Provide timely and effective communication updates verbally and in writing to requestors, customers, leads, and management.
Collaborate cross-functionally with Project and Internal IT teams as needed.
Collaborate with other engineers as needed based on skills and complexity, and as assigned by management or team leads.
Leverage frontier AI and LLM technologies to work more efficiently, improve technical documentation, accelerate issue resolution, and deliver an exceptional client experience.
Perform incident and problem resolution on assigned incidents and own the request through completion and resolution.
Perform standard changes related to moves, adds, changes, deletion (MACD) in accordance with documented standards, policies, and procedures.
Participate in and contribute to collaborative work teams established to improve service levels and gain efficiencies.
Establish development plans with KJ management that will improve skills and overall marketability as an IT professional, as well as improve the KJ brand via highly rated customer experiences.
Utilize the IT Configuration Management Database and Knowledge Base systems to obtain and update relevant information.
Communicate and coordinate with internal and external resources to ensure optimal processing of service requests.