Client Services Onsite Support Engineer

About the role

The Client Services Onsite Support Engineer works directly at a client’s Manhattan location, providing prompt, courteous, and effective technical assistance to end users and IT staff. You will be the primary frontline resource, handling requests in person, by phone, and through ticketing systems while ensuring users stay productive.

Key responsibilities

• Serve as the first point of contact for all technical assistance requests.
• Develop familiarity with the client’s environment, systems, and SOPs.
• Coordinate with LISS Technologies’ Client Services team for escalations, documentation, and reporting.
• Respond to incidents and service requests via phone, email, ticketing system, and on‑site support.
• Troubleshoot and resolve hardware, software, connectivity, and account access issues.
• Maintain end‑to‑end ownership of support tickets, ensuring clear communication and timely resolution.
• Document incidents, steps taken, and resolutions accurately in the support system.
• Escalate high‑impact or unresolved issues according to established procedures.
• Assist with setup, configuration, and basic maintenance of workstations, peripherals, and standard business applications.
• Monitor support queues and address tickets based on SOPs.

Required profile

• Strong customer‑service orientation with excellent interpersonal and communication skills.
• Ability to diagnose and resolve common technical problems efficiently.
• Attention to detail and accurate documentation habits.
• Professional, patient, and accountable attitude in client interactions.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Network connectivity troubleshooting
• Workstation setup and configuration
• Peripheral device support
• Standard business applications