Client Support Engineer
2 weeks ago
Position Overview
The Client Support Engineer plays a crucial role in delivering technical assistance and support for a range of technology products within an end-user computing environment.
Key Responsibilities
- Conducts basic to moderately complex troubleshooting and repair tasks related to various devices, including PCs, laptops, tablets, and printers.
- Provides dedicated support to identified key clients.
- Handles change management requests, including the installation of new equipment and desk-side support.
- Executes Install/Move/Add or Change (IMAC) activities as required.
- Ensures all desk-side support tasks are completed efficiently.
- Demonstrates exceptional technical and customer service skills consistently.
- Aims to meet established customer satisfaction levels and operational metrics.
- Maintains proactive communication with end-users and service desk teams regarding service timelines and repair statuses.
- Adheres to documented service operations policies and procedures.
- Documents processes, procedures, and Knowledge Base articles effectively.
- Performs imaging, file transfers, and configurations as necessary.
- Additional duties or certifications may be assigned based on business needs.
Qualifications
Education and Experience:
Typically requires a technical school certification or 2-4 years of relevant experience.
Certifications:
Must maintain all required OEM Certifications as directed by management.
Knowledge of various hardware platforms, including Dell, Toshiba, HP, IBM, and Lenovo, is essential.
Understanding of ITIL methodologies is preferred.
A+ certification is desirable.
May require additional customer-specific certifications or training.
Skills:
Excellent communication and customer-facing skills are essential.
Strong oral, written, and interpersonal skills are required.
Ability to follow instructions and processes with minimal guidance.
Must be able to lift and move computer equipment weighing up to 50 lbs.
Willingness to travel between customer locations as needed.
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