Client Services Onsite Support Engineer
$65,000–$80,000 year
On-siteRoslyn, New York, United States
Job Summary
Respond to inbound incidents and service requests via phone, email, ticketing systems, and in-person support, troubleshooting hardware, software, connectivity, and account access issues. Serve as the first point of contact for client end users and IT staff, developing familiarity with the client environment and standard operating procedures. Coordinate with the Client Services team on escalations, documentation, and reporting while maintaining end-to-end ownership of support requests. Document incidents, troubleshooting steps, and resolutions accurately within the designated system, and escalate unresolved high-impact issues per established procedures. Assist with workstation setup, configuration, and basic maintenance of peripherals and business applications. Monitor support queues to address tickets based on SOP, identify recurring issues, and share feedback with the broader team.
Required Qualifications
- 2–5 years of experience in a helpdesk, desktop support, or technical support environment
- demonstrated ability to troubleshoot common hardware, software, and user-access issues effectively
- comfortable working directly with end users as an embedded member of a client's team
- ability to manage multiple requests
- maintaining a service-oriented approach in a fast-paced setting
- Basic industry certifications
- credentials such as CompTIA A+, CompTIA Network+, Microsoft fundamentals, or similar entry-level technical certifications
- working onsite at the assigned client location
- Strong customer service, interpersonal, and communication skills
- Ability to diagnose and resolve common technical issues efficiently and accurately
- Working knowledge of desktop operating systems, business applications, printers, mobile devices, and basic networking concepts
- Ability to explain technical concepts clearly to non-technical users
- Strong organizational skills and attention to detail in documenting incidents and resolutions
- Ability to prioritize multiple requests and work effectively in a fast-paced support environment
- Commitment to following procedures, maintaining professionalism, and delivering a high-quality support experience
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.