Client Services Engineer

For over two decades, NIC Partners (Employee built/Employee owned) has dedicated our expertise and commitment towards enhancing the digital and physical security of K-12 educational campuses in Southern California.
NIC Partners offers a great benefit package that includes medical, dental, vision, 401k,11 paid holidays, and vacation.
Job Purpose: The Client Services Engineer is an in-office position that will be responsible for internal IT support which includes, but not limited to, upgrading, maintaining, and supporting company IT equipment, software, firmware, and end-user workstations.
Analyzes, studies and interprets information and data.
Follows the Internal IT Support processes which includes incident management, change management, physical and logical security, data protection and IT documentation.
This role will resolve internal incidents to resolve employee IT issues, isolates issues for root-cause analysis and works toward resolution.
The Client Services Engineer position reports directly to the Manager of Client Services.
Essential Job Functions: User Assistance Provisions and assists with new employee onboarding; set up accounts, permissions, and passwords; trains employees in the operation of new or modified systems and programs.
Resolve hardware and software issues on desktops, laptops, and other devices.
Promptly remove accounts, permissions, equipment, and passwords for terminated employees.
Researches, analyzes, and tests computer systems and/or programs based upon user or system specifications.
Handles internal break/fix and alert management; manages ticket escalation, if required Updates each ticket with accurate and complete information Works to identify, resolve, and/or correct various system errors or failures.
Addresses problems in hardware, software and/or procedures Serves as a liaison and collaborates with other departments on projects, system design improvement, and problem resolution.
Pro-active monitoring of alerts and issues on internal network and systems Maintains data protections including anti-virus on all devices, anti-malware, and backups of all data, recovery testing, and offsite (cloud) storage of data.
Performs regular maintenance on internal systems including network monitoring, configuration changes, patches, availability and performance review and trends.
Actively contributes to and participates on the Change Control Board; Proactively identifies user requirements, evaluates software alternatives, and makes requisite recommendations for the selection of software/hardware in advance of issues or outages Adheres to Service Levels Agreements (SLA) and internal processes Align with management team to maintain IT spares for both rapid recovery (in event of outages) and new hire setups and to understand and document an IT technology roadmap.
Collaborates with management and Corporate to ensure that all internal IT licenses are up-to-date and in compliance Back-up for internal Call Center queue during shift as needed Updates employees of ticket status according to priority level Responsibilities/Duties Adheres to all company policies, procedures, standards and safety rules Must be willing to work flexible hours, as needed and must be available to be on stand by and perform downtime work during weekends and off hours Performs other duties as assigned and directed Experience/Education: · Bachelor's degree (B.
A.
) in Computer Science or related field · Three or more years’ experience within the IT industry · Equivalent combination of education and experience Previous experience working in a help desk environment is preferred but not required Familiarity with voice, data, and video infrastructure products, services, and applications Cisco troubleshooting and network administration (Routing & Switching, Wireless, Security, IP Telephony) At least one of: Cisco CCNA / CCDA / CCNP or equivalent CISCO certification is required.
Or pass the certification exam within 6 months of hire Microsoft or other technical vendor certification a plus Mac, Linux skills a plus Familiarity with VMWare a plus Working experience in Windows server concepts to include but not limited to: DNS / DHCP Active Directory; controllers, users, groups, schema, etc.
Windows desktops operating systems (Windows 10 / 11 or Current Version) Exchange Admin Center skills Knowledge/Skills/Abilities: General: Ability to multi-task, prioritize, organize, solve problems, and ability to work both independently and within a team in a fast-paced, deadline driven, multi-discipline environment; ability to follow verbal and written instructions, to maintain the confidentiality of data and to accept constructive criticism.
Personal: Team player with strong customer-oriented attitude; excellent written, oral, listening, and interpersonal communication skills (phone, email, in-person); Strong and consistent attention to detail and follow-up skills; ability to present ideas in business-friendly and user-friendly language; ability to effectively prioritize and execute tasks in a high-pressure environment, both personally and delegated through staff.
Demonstrates great team work and maintains a “can do attitude” to assist team.
Confidence to represent yourself and the company in the highest professional manner.
Communication: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Reasoning: Ability to define problems, collect data, analyzes information, establish facts, and draw valid conclusions in a timely manner.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Mathematical: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Computer: Strong knowledge and ability to proficiently use computer software programs and related computer applications, Outlook, Excel and other Microsoft Office applications and other industry-specific technology tools used within the organization.
Willingness to learn additional software applications.
Desire to consistently refine and grow skills and technical certifications.
Work Environment: Employees work in an office environment.
Noise levels are moderate (such as computers and printers) and temperature conditions are usually controlled.
Travel: Minimal travel is required for this position.
Salary range: $68,000 to $80,000