Client Support Engineer

Thrive • Cleveland, OH

7d • Onsite

About The Position

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.

Requirements

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

Responsibilities

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed