Client Service Engineer
Current- Experience with various technology stacks used by government and large multi-national clients. Utilize strong customer service and communication skills to achieve results. Responsible for completing level 1 and 2 tasks.- Regularly involved in developing, creating, and maintaining procedures and knowledge base documentation. Serve as an escalation point for newer team members. Set the benchmark for new staff in customer-facing roles through on-site training sessions.- Oversee and maintain client infrastructure across AWS, Azure, on-premises, and hybrid environments utilizing tools like ConnectWise, InTune, AWS, LogicMonitor, M365, Citrix, SCCM, Azure Active Directory, and Active Directory. Troubleshoot hardware issues for PCs, laptops, end-user devices, servers, peripherals, printers, and mobile phones. Address software problems with Edge, Chrome, Microsoft Office 365, SharePoint, various CRM systems, Company Portal, Windows 10, Windows 11, and drivers/updates.- Resolve security issues such as SSM patching, SSL/TLS certificates, creating and maintaining resource policies and IAM roles in AWS, enforcing MFA, and managing incidents in MS Defender. Implement group policies following cybersecurity best practices. Deploy and manage mobile devices, PCs, laptops, and applications using InTune.- Receive and log customer calls, triage tickets, and provide technical support while efficiently managing incidents, service requests, and events to resolution. Maintain communication with customers, update documentation, and perform proactive maintenance within agreed timelines. Notify stakeholders of high-priority issues, ensure SLAs are met, and escalate as needed. Adhere to TechOps core hours, accurately maintain tickets, identify improvements, and collaborate with managers to implement changes while upholding high standards in customer environments.
