• Client Services Engineer

    Posted Date 3 weeks ago(11/29/2018 12:48 PM)
    BE-WLX-Luxembourg City
    Support Services
    Experience Level
    Shift (Days/Times)
    M-F 8-6pm
  • Overview

    This role will be responsible for providing technical assistance to computer system users. Responsibilities include answering questions or resolving computer problems for Clients in person, via telephone, or from remote location as well as providing assistance concerning the use of computer hardware and software, printer installations, word processing, electronic mail, and operating systems.

    Acting as a first point of contact for clients to resolve issues and to act as a ‘first point’ IT manager giving advice were necessary and feeding back to the relevant business units at RFA. Specifically, the onsite Client Service Engineer will interact directly with our elite client base ensuring they receive our first-rate service. This role will deliver RFA clients with a high-level of hardware and software support by efficiently providing technical assistance relating to installations, upgrades, applications, email, and operating systems. The Client Service Engineer will also be responsible for servicing system users by efficiently resolving issues while carrying out troubleshooting activities and configurations as needed.


    • Provide onsite technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
    • Maintain systems, install new equipment, and make modifications to client infrastructure as requested.
    • Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, DNS and MDM.
    • Evaluate client’s operational efficiency of different IT systems and recommend improvements.
    • Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.
    • Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities.
    • Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date.
    • Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client.
    • Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology.
    • Answer user inquiries regarding computer software or hardware operation to resolve problems.
    • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
    • Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.
    • Maintain systems, install new units, and make modifications to the network system as required.
    • Troubleshoot and assist users with any difficulties they may encounter.
    • Work with the network administrator to review and analyse hardware and software needs and recommends changes and upgrades.
    • The post holder is required to identify and research future infrastructure systems and technology innovations and apply this knowledge to broader IT design and implementation activity for clients.
    • Refer major hardware or software problems or defective products to vendors or department management for service.
    • The post holder will be required to create and maintain high quality documentation for both client and internal systems on a multitude of
    • Infrastructure Maintenance and Recommendations.
    • Pre Sales Support when required.
    • Developing and defining Statement of Works.
    • Assisting Support teams when required.
    • Provide client advice and support on system improvement and benefits.
    • To assist with project work as requested by management and assist with scoping as necessary.
    • All other duties as assigned.


    Required Skills:


    • Bachelor’s degree or equivalent level of experience.
    • Minimum of 5 years’ experience in systems maintenance and user technical support.
    • Good working knowledge and experience in Windows Server 2003-current, Exchange 2003-current/office365, AD, LAN/WAN.
    • Clear understanding of Network configuration within LAN environments and Wifi solutions.
    • Understanding of basic telephony systems from an end user perspective.
    • TCP/IP and associated technologies inc fibre, copper and general cabling.
    • Remote access technologies overview Inc. VPN, RDS, Citrix, WAN, Zone files.
    • Virtualisation technologies overview inc VMware, HyperV, Xen, replication, SANs.
    • Cloud Technologies including AWS, Azure.
    • Advanced Problem Solving skills.
    • Excellent communications skills both verbal and written, ability to communicate with clients at all levels in a professional manner, able to explain complex requirements in a clear and concise manner.
    • Experience in an IT interfacing role.
    • Broad knowledge of IT and how it is successfully deployed in a business environment.
    • Excellent knowledge of Microsoft systems and product sets
      1. MS Infrastructure
      2. MS Active Directory and Exchange 2008+
      3. MS Group Policy
      4. MS Solutions
      5. MS Office packages
    • Experience of interpreting business requirements and considering the impact on IT services.
    • Proven experience of determining and reviewing infrastructure solutions to deliver business and analytic requirements.
    • Demonstrable experience of producing / completing work in very aggressive timescales.
    • Able to work on own initiative and as part of a team.
    • Understanding of IaaS, SaaS, VDI, and backup technologies.
    • Good understanding of enterprise management systems including monitoring, management, anti-virus and backup.
    • Good understanding of core networking technologies including firewalls, routers, VLAN, switch management.

    Preferred Qualifications:


    • Financial industry experience, esp. Alternative Asset Management (Hedge Funds, Private Equity, FoF) and/or Trade Desk support experience.
    • Knowledge of trade life-cycle.
    • Knowledge of market data applications, such as Bloomberg, Thomson, Reuters, Advent, BNYConvergEx Eze.
    • Good working knowledge and experience with;
      1. Airwatch and or other MDM solutions
      2. SQL and or other database systems
      3. Sharepoint
    • Disaster Recovery replication, Cisco, Citrix, VMWare, SAN (AMC, NetApp, Equallogic) Unitrends, Zerto


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