The Role
Provides onsite frontline technical support to client end users and IT staff. Troubleshoots hardware, software, connectivity, account access, workstations, peripherals, and business applications; manages tickets through resolution or escalation; documents incidents and user interactions; communicates clearly with nontechnical users; monitors support queues; follows SOPs; and identifies recurring issues for team improvement.
Summary Generated by Built In
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. In this role, you will respond to requests for assistance in person, by phone, and through support channels, while troubleshooting hardware, software, and basic system issues. The ideal candidate combines strong customer service skills with sound technical judgment, maintains accurate documentation, and delivers reliable support that helps end users remain productive. This position also plays an important role in escalating complex issues appropriately, following standard operating procedures, and contributing to a positive client support experience. This is a full-time, onsite placement at a single client site and is not a remote position.
The work schedule for this position will be 12:00PM - 9:00PM ET Monday - Friday.
Ideal CandidateThe work schedule for this position will be 12:00PM - 9:00PM ET Monday - Friday.
The ideal candidate will bring 2–5 years of experience in a helpdesk, desktop support, or technical support environment, with a demonstrated ability to troubleshoot common hardware, software, and user-access issues effectively. This individual should be comfortable working directly with end users as an embedded member of a client’s team, managing multiple requests, and maintaining a service-oriented approach in a fast-paced setting. Basic industry certifications are a plus and may include credentials such as CompTIA A+, CompTIA Network+, Microsoft fundamentals, or similar entry-level technical certifications.
On a typical day, this role involves working onsite at the assigned client location, monitoring incoming support requests and assisting users with a wide range of technical needs. You will communicate with end users to gather relevant details, troubleshoot problems methodically, document actions taken, and ensure each issue is followed through to completion or properly escalated. Success in this role requires balancing responsiveness with accuracy, maintaining a professional and helpful demeanor, and contributing to a dependable support experience that reflects the standards of the Client Services team.
Key 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.
Skills, Knowledge & Expertise
· 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.
About
Shield Technology Partners is a national IT Services platform formed through the collaboration between Thrive Holdings and ZBS Partners. By combining Thrive Holdings’ technological expertise with ZBS Partners’ proven approach to supporting founder-led businesses, Shield Technology Partners is dedicated to accelerating growth, innovation and long-term value creation for IT services companies across the country.
Skills Required
- 2-5 years of experience in a helpdesk, desktop support, or technical support environment
- Experience troubleshooting common hardware, software, connectivity, and user-access issues
- Working knowledge of desktop operating systems and business applications
- Working knowledge of printers, mobile devices, and basic networking concepts
- Strong customer service, interpersonal, and communication skills
- Ability to explain technical concepts clearly to nontechnical users
- Strong organizational skills and attention to detail in incident documentation
- Ability to prioritize multiple requests in a fast-paced support environment
- Commitment to following procedures and maintaining professionalism
- CompTIA A+, CompTIA Network+, Microsoft fundamentals, or similar entry-level technical certification
- Ability to work full-time onsite at a single client location, Monday-Friday, 12:00 PM-9:00 PM ET
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The Company
What We Do
Shield Technology Partners is building a world-class network of high-performing IT service businesses across the country. We are dedicated to empowering local leaders by combining their unique cultures and brands with the strength of advanced technology and national-scale resources. Our mission is simple: amplify what you’ve already built, while preserving the autonomy and relationships that make your business thrive. Through a transparent, collaborative growth model, Shield Technology Partners offers a path for MSPs to scale without losing their identity. By integrating cutting-edge technology and shared expertise, we create unmatched opportunities for your team while delivering the best of local service and innovation to clients. Together, we’re paving the way for a bold future in IT services.
