RTS Client Services Engineer - L1 or L2

Your Passion. Your Purpose.

If you're here, you're looking for something more. More opportunity, more impact, more purpose. At Rehmann, each and every one of our associates plays a pivotal role in the Firm's success. When you join our team, you can count on exceptional support, encouragement, and guidance from your colleagues and from leadership.

No matter where you want to go in your career, Rehmann can help you get there. Whether you're in the early stages of your professional journey or you're further down your path, we're focused on helping you achieve your goals - whatever they may be. When you join Rehmann, you are part of a culture that Puts People First and aims to help everyone reach their fullest potential. Let us show you all the ways we can Empower Your Purpose.

To learn more about Rehmann, visit: https://www.rehmann.com/careers/

Job Description:

Job Summary:

The Client Services Engineer (CSE) is part of RTS's first line of service in providing exceptional support to our clients. The CSE position provides remote, technical support using exceptional troubleshooting and problem resolution skills. Solutions taken and any incident related information is properly documented including all related activities, progress information and issue resolutions as well as communication with end user. This position exists to ensure that as RTS dynamically pursues business growth and success at the rapid pace that the IT industry (and our clients) demands, we are doing so in such a way that consistently maintains or grows our level of excellence in the customer service we

provide. This position requires rotational, on-call hours.

Essential Duties/Responsibilities:

• Attendance: Regular and predictable attendance is essential to the success of this role. Regular

office hours are Monday-Friday 8:00am-5:00pm, with the opportunity for mutually agreed upon

flexibility of start/stop times; however, client needs may require flexibility in work hours.

• Service Request Management: Enter service requests accurately and with full documented detail

(process and procedure) into appropriate tracking systems. Escalate service requests based

client/company based standards and timeframes.

• Problem Resolution: Research, resolve and remedy user problems related to network access, local

printers, PC hardware, email, internet, VPN and WAN. Route & refer problems outside of

expertise of more complex problems to other team members. Focus is on maximizing

productivity uptime and enhancing customer efficiently in utilizing software solutions.

• Software/System Support: Install, support and document application software, "hot fixes" and

patches. Provide general administrative support for Microsoft centric networks.

• Familiarity/Experience in key supported applications: Remote Desktop Farms/Terminal Services,

MS Exchange, Active Directory, Office 365, MS Windows Operating Systems. Certifications are

a plus.

• Communication: Coordinate and provide instructional support for third party solutions and

contractors for remote locations.

• Excellence: Commitment to take the steps necessary to remedy less than excellent service

outcomes. Ensure that clients' needs are responded to within stated SLAs and in accordance with

RTS's Statement of Excellence.

• Teamwork: Participate in a team environment; lending and welcoming assistance as needed

and/or requested. Participate in scheduled team meetings

Unparalleled Service: Uphold for team and self the highest standards of customer service at all

times to internal and external clients.

• Flexibility: The ability to shift gears and implement new topics and processes quickly to address

emerging informational needs. Work schedule may require conformity to client needs and

outcomes. This position is part of a 24x7 on-call response rotation.

• Continual Learning: Stay current on relevant topics and development related to the software and

technology supported.

• Able to provide regular, rotational on-call coverage after hours and on weekends.
• Other duties as assigned to meet client and organizational goals.
• Additional Responsibilities

o Unquestionably sound ethics.

o Works well in team environment.

o Excellent written and oral communication skills.

o Empathy and ability to provide relevant answers suitable to clients/customers at different

stages of Services processes.

o Manage multiple priorities and deadlines, through disciplined approaches and clear

communication.

o The ability to locate, track, organize and summarize information.

o Excellent troubleshooting skills.

o Adaptable.

o Able and willing to coach and train others.

o The ability to build relationships; to ask questions that elicit responses and engage the

other in discussion; the ability to introduce and describe relevance at the onset of the

engagement and provide summaries to reinforce the message.

o Sense of humor.

Required Skills/Abilities:

• Ability to communicate technical issues or needs to non-technical individuals.
• Ability to organize time and prioritize tasks based on urgency and importance.
• Ability to document and communicate effectively in writing.

Education and Experience:

Education: High school diploma required. Associate's degree preferred.

Experience: Previous customer service experience required.

Licenses/Certifications: A+/Network+, HDI-SCA or similar service desk agent certification, ITIL, or

entry level certifications for applications, networking, or firewall technology required. VMWare,

Microsoft, Cisco, Ruckus, WatchGuard, and Citrix preferred.

Physical Requirement

Prolonged periods of sitting at a desk and working on a computer

We Put People First in all that we do. Our associates are our greatest assets and we provide programs and benefits that encourage growth and development and align with their needs and goals. This includes benefits focused on physical and mental health, paid time off for volunteering and diversity-related activities, flexible work arrangements, and more.

When you join Rehmann, you become part of a firm dedicated to helping Empower Your Purpose, whatever it may be.

Rehmann is an Equal Opportunity Employer.