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About the Role

The Client Services Onsite Support Engineer is a full-time position placed onsite at one of our client locations. Working as an embedded member of the client’s team, you serve as the primary frontline resource for users who need prompt, courteous, and effective technical support. This position also plays an important role in escalating complex issues appropriately, following standard operating procedures, and contributing to a positive client support experience.

Responsibilities

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

Requirements

2–5 years of experience in a helpdesk, desktop support, or technical support environment.
Demonstrated ability to troubleshoot common hardware, software, and user-access issues effectively.
Comfortable working directly with end users as an embedded member of a client’s team.
Ability to manage multiple requests and maintain a service-oriented approach in a fast-paced setting.

Skills

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.

Location

New York

Work Type

Full Time
Onsite

Experience Level

2-5 years

Education Level

Basic industry certifications are a plus (e.g., CompTIA A+, CompTIA Network+, Microsoft fundamentals, or similar entry-level technical certifications).

Salary/Compensations

$65,000 - $80,000

About the Company

Liss Technologies