Client Support Engineer Job Description
Client support engineer
provides strategic vision on database design for large, complex database systems using a variety of database technologies.
Client Support Engineer Duties & Responsibilities
To write an effective client support engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included client support engineer job description templates that you can modify and use.
Sample responsibilities for this position include:
Adhering to incident, service alert, change, configuration, and problem management processes in a timely manner
Ensuring key operational processes are developed, maintained and prioritised, including reporting and alerting, incident, service alert, change, configuration, and problem management processes
Represent Client Support department in various product meetings or reviews, with both internal product management teams external clients
Effectively account manage critical clients who require a period of focused management, including the coordination of multiple issues internally or externally
Work closely with new/existing external customers on more complex technical issues act as interface between clients and product development, engineering and third party vendors
Establishes priorities and communicate rationale and time frame clearly to customers
Actively collaborate within the Client Systems team, with all other IT teams and business users located worldwide in various time-zones to fulfill the above responsibilities
Actively collaborate within our Client Systems team, all other IT teams and business users located worldwide in various time-zones to fulfill the above responsibilities
Client Support-As client advocates, provide technical support to clients on application issues with the ACH suite of products
CPT/PDLC -Independently track and report defects identified
Client Support Engineer Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Client Support Engineer
List any licenses or certifications required by the position: ITIL, CCIE, CCNP, SSCP, CISSP, MS, CAMS, AWS, OS
Education for Client Support Engineer
Typically a job would require a certain level of education.
Employers hiring for the client support engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Engineering, Technical, Information Systems, Science, Math, Business, Education, Information Technology, Physics
Skills for Client Support Engineer
Desired skills for client support engineer include:
MS Office
System and database administration principles
Web technologies
JavaScript
CSS
Configuration
Database design
HTTP
New and emerging technologies
Operation
Desired experience for client support engineer includes:
Research and test new technology, hardware and software
Understanding of Internet application technologies including
Administer client facing systems, including but not limited to desktop monitoring tools, mobile device management solutions, thin client solutions, anti-virus/spyware tools and Jr
Lead and support Starz key identified projects including but not limited to rollouts and upgrades
Researching and testing new technology, hardware and software
Understand business concerns and needs, and identify unique opportunities and assist in developing solutions for customer and company needs
Client Support Engineer Examples
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Client Support Engineer Job Description
Job Description Example
Our company is growing rapidly and is hiring for a client support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support engineer
- Ensure product and system configuration management processes for the design, build, test and commissioning phase of work are developed and implemented within all required businesses
- Develop a database of configuration of field assets in conjunction with suppliers and the client
- Advise and coach level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration performing and documenting this knowledge
- Create customer self-service content, in the form of knowledge base articles, community forum posts
- Identify ways to improve our internal metrics
- Identify gaps in your own skills the Team’s skills and work towards filling in those gaps by actively seeking training in those skill areas or helping my manager to encourage others to seek training in those areas
- Independently track and resolve problems by researching client provided data and working with other internal departments
- Supporting and maintaining the assigned environments
- Requirement to react to incidents sometimes during antisocial hours
- Developing management information reports on key areas, such as service metrics, infrastructure optimisation and risk
Qualifications for client support engineer
- Lead and support Starz key identified projects including but not limited to technology evaluations, rollouts and upgrades, with a specific focus on Apple workstation environments
- Provide excellent technical and customer service for executives’ IT needs at Starz and Liberty
- Serve as technical escalation point for others on the team
- Respond to incoming requests (e.g., e-mails, dashboard alerts, chat, telephone calls, voicemail, or in person) and accurately identify, diagnose, prioritize, log and dispatch, escalate or resolve the service requests within established SLA standards
- Troubleshoot issues for problem recognition, research, isolation, resolution, and follow up for desktop, mobile, enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
- Diagnose current Windows, Apple, Android, telephony and other technology related hardware and software problems by asking accurate and concise questions in a professional and timely manner
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Client Support Engineer Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of client support engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for client support engineer
- Manage client expectations, both internally and externally
- Ensure support service level agreements (SLAs) are achieved
- Work on special projects to help improve processes, documentation, and overall client experience
- Travel requirements are limited, but may be required to achieve objectives
- Highest level technical support for all in-house clients, testing environments support to in-house and outsourcing clients’ production environments
- Performs risk assessments throughout the implementations lifecycle up to live production
- Provides expertise and coordinates unique and complex troubleshooting efforts between clients, implementations, engineering, development, application support, and operations staff
- Interface with technical development resources and internal client services personnel to determine nature of non-routine and moderately complex problems and implements remedial procedures for customer
- Research client inquiries/issues utilizing company resources and document client conversations, information, questions, corrective action/answers, and product orders in the issue tracking application
- Meet or exceed required performance KPIs (Key Performance Indicators) that enhances client experience and release quality
Qualifications for client support engineer
- Document solutions for escalated incident tickets and cross-train team members on solution
- Troubleshoot escalated issues for problem recognition, research, isolation, resolution, and follow up for desktop, mobile, enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
- Bachelor’s degree with an emphasis in Computer Science, Computer Information Systems, or similar discipline
- Experience with Citrix software or other enterprise-level thin client solutions
- Basic knowledge in Linux (Debian familiarity is a plus)
- Technical skills - Thorough knowledge of basic and advance Linux commands, working knowledge of Java deployments and runtime environments, exposure to web based topologies, networking and database concepts, scripting (Shell, Perl), hands on release management exposure
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Client Support Engineer Job Description
Job Description Example
Our company is hiring for a client support engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client support engineer
- Participate in functional and technical meetings, representing support in a SME (Subject Matter Expert) role, from the beginning of the project through the entire life cycle for on-going Product Deliverables
- Provision of After Hours Application Support to company standards including but not limited to use of application workarounds, Sev1 reporting, management/technical escalation and emergency fixes
- Maintain and increase knowledge of the Signature banking applications and complementary products to stay abreast of changes made, future scheduled development and directions, and fuller product knowledge to improve ability to respond to customer questions and issues
- Assume Lead or mentoring role in resolution of reported problems
- Provide an escalation point for any critical and / or After Hours issues
- Build and maintain relationships across tier support layers
- Act as deputy for Client Support Team Leader
- Visit/communicate with clients to discuss possible solutions to Core Product non conformities
- Be a proactive Team player with ability to integrate across global business units
- Ensure compliance with all internal and external audit requirements
Qualifications for client support engineer
- Soft skills - Incident Management experience, strong communication and global exposure, handle multiple threads and ability to prioritize in high pressure, strong analytical skills, strong team player
- Thorough knowledge of basic and advance linux commands
- Working knowledge of java deployments and runtime envirnoments
- Exposure to web based topologies, networking and database concepts, scripting (shell, perl)
- Hands on release management exposure
- Incident Management experience, strong communication and global exposure
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Client Support Engineer Job Description
Job Description Example
Our company is looking to fill the role of client support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support engineer
- Be involved in making decisions about how best to technically correct a problem as required
- Provide assistance in determining whether the problem is related to a bank procedural issue or software design
- Provide assistance in evaluating whether a problem is due to error on the clients’ part and if so whether is a billable issue for the client
- Determining when a call is critical due to software problems and needs to be escalated in order to provide a quick resolution to the client
- Update the ‘Help Desk’ facility as per company standards, ensuring full utilisation of its capabilities to track and report problems and assist management in determining the types of statistical reporting required to communicate status of issues to customers/management and maintain control of support activities
- Proactively share application knowledge through written and verbal communication
- Report technical problem progress as required
- Be involved in the development and implementation of common technical support standards and practices
- Continuously look for areas of improvement, particularly with regard to technical or operational efficiency
- Assisting Client Support Management with ad hoc task and projects as required
Qualifications for client support engineer
- Handle multiple threads and ability to prioritize in high pressure
- Knowledge of basic and advance linux commands
- Working knowledge of java deployments and runtime environments
- Strong communication and global exposure
- Java, or equivalent programming language such as C++, Python, Perl and PL/SQL
- J2EE Application Servers such as TOMCAT, WebSphere or JBOSS
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Client Support Engineer Job Description
Job Description Example
Our company is looking to fill the role of client support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support engineer
- Development and maintenance of the Future Signalling Systems Client Support Asset Management Control System within area(s) of responsibility
- Development of a programme/project Asset Management Plan (AMP)
- Provide world class customer service while Work with customers, development teams or level 1 support teams to resolve product issues
- Client Support Lead
- Provide front-line support for Houston-based users
- Provide support for all mission critical applications for a variety of users
- Hands-on participation in the day-to-day work of the Client Application Support team
- Support and troubleshoot applications including financial market data applications (Bloomberg, Reuters, and others), third party web-based applications, and Microsoft Office (Outlook, Word, Excel, PowerPoint, Access)
- The candidate must be able to quickly learn details of proprietary applications and troubleshoot effectively when there may be limited documentation or vendor resources
- Perform tier 2-3 support for advanced problems with enterprise applications
Qualifications for client support engineer
- Capable of working and learning both independently part of a team
- Oral/written communication skills are necessary
- Related qualification/ certification in Computer Science or other relevant courses
- Knowledge in TCP/IP and Networking
- Fluent in Mandarin to liaise with customers based in China/ Hong Kong
- Strong understanding of complex networks consisting of IP, Frame Relay, ATM and Ethernet technologies (EoMPLS like VPLS) with the standard suite of routing protocols (OSPF, BGP and ISIS) and associated CQoS practices