Onsite IT Support Engineer - RFA : Job Details

A car and a clean driving license is required for this position

This position will provide Client support for all desktop and server related issues via remote tools and onsite presence. In addition to staying abreast of industry trends and best practices, you will provide technical assistant to computer system users including problem assessment/resolution and software and hardware installation and configuration, when necessary. The Client Service Analyst must display a high-level of professionalism and sound judgment at all times by promoting superior service to RFA Clients. Our ideal candidate will have experience providing IT support to the financial services industry.

Our ideal candidate will be a solution-oriented administrator who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. They will utilize their exceptional active listening, critical thinking and communication skills to resolve Client issues while promoting RFA’s brand as a Client-centric, full-service technology provider. This role will deliver RFA Clients with a high-level of hardware and software support by efficiently providing technical assistance relating to installations, upgrades, applications, email, and operating systems. The Client Service Analyst will also be responsible for servicing system users by efficiently resolving issues while carrying out troubleshooting activities and configurations as needed.

Responsibilities:

• Answer user inquiries regarding computer software and/or hardware operations to resolve Client issues.
• Provide onsite support to Clients and staff as a Support Engineer.
• Troubleshoot Tier 1-3 issues, including Active Directory, Exchange & O365 and DNS related issues.
• Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.

• Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner, whether on RFA systems or the Clients.
• Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall Client.

• Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.

• Resolve Client issues including referring major hardware and/or software issues or defective products to technicians for service.
• Adhere to departmental procedures to ensure Clients are kept well informed of ticket status and product availability in order to manage Client expectation and ensure overall Client satisfaction.
• Perform other duties as assigned.

Required Skills:

• 2-5 years of recent and consecutive hands-on and remote IT support experience in an enterprise environment.
• Financial services industry experience preferred.
• Professional spoken and written communication.
• Level 1 and Level 2 experience in MS Exchange, Active Directory, VPN Software, Microsoft Office, mobile platforms, and Apple computer products.
• Knowledge of Citrix, Office 365, Azure, AWS, MDM (Mobile Device Management), and multi-factor security a plus.
• Ability to work in a fast paced environment
• Experience with ConnectWise or similar ticketing system preferred.
• Experience with the ITIL framework or other ITSM preferred.
• Exhibit a high-level of professionalism and sound judgment.