Client Services Onsite Support Engineer

Responsibilities

• You will communicate with end users to gather relevant details, troubleshoot problems methodically, document actions taken, and ensure each issue is followed through to completion or properly escalated.
• Success in this role requires balancing responsiveness with accuracy, maintaining a professional and helpful demeanor, and contributing to a dependable support experience that reflects the standards of the Client Services team.
• Develop working familiarity with the client’s environment, systems, users, and standard operating procedures.
• Coordinate with the LISS Technologies Client Services team on escalations, documentation, and reporting.
• Respond to inbound incidents and service requests through phone, email, ticketing systems, and in-person support.
• Troubleshoot and resolve basic to intermediate hardware, software, connectivity, and account access issues in a timely manner.
• Maintain end-to-end ownership of support requests, ensuring timely follow-up, clear communication, and appropriate resolution.
• Document incidents, troubleshooting steps, resolutions, and user interactions accurately within the designated support system.
• Escalate unresolved or high-impact issues to the appropriate LISS Technologies support teams in accordance with established procedures.
• Provide users with clear, easy-to-understand guidance and updates throughout the support process.
• Assist with setup, configuration, and basic maintenance of workstations, peripherals, and standard business applications.
• Monitor support queues and address tickets based on SOP
• Participate in and adhere to all standard operating procedures, service standards, and departmental policies.
• Identify recurring issues and share feedback or improvement opportunities with the broader support team.

Key Responsibilities

• Serve as the first point of contact for the client’s end users and IT staff seeking technical assistance.
• Support a professional, service-oriented environment by demonstrating patience, accountability, and responsiveness in all client interactions.

Skills, Knowledge & Expertise

• 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.

Compensation

$65,000 - $80,000 / year