Client Technical Support Specialist

Client Technical Support Specialist

Position Summary

The Client Technical Support Specialist serves as a trusted technical advisor to clients, providing advanced support for applications, infrastructure, and network connectivity. This role works closely with third-party vendors to diagnose and resolve complex technical issues while ensuring a high level of client satisfaction. Success in this position requires strong troubleshooting skills, networking expertise, vendor management experience, and the ability to coordinate technical activities across multiple organizations.

Key Responsibilities

Third-Party Vendor Management

• Serve as the primary technical liaison between clients, internal teams, and third-party vendors.
• Coordinate troubleshooting efforts involving network providers, hardware manufacturers, software vendors, managed service providers, and cloud hosting partners.
• Open, manage, and track vendor support cases through resolution.
• Escalate critical issues to vendors and ensure timely response and accountability.
• Review vendor recommendations and communicate technical impacts and requirements to clients and internal stakeholders.

Network Support & Connectivity

• Troubleshoot network-related issues including VPN connectivity, firewalls, DNS, routing, load balancers, and WAN/LAN communications.
• Analyze network performance and connectivity issues impacting client applications and services.
• Collaborate with network engineering teams and telecommunications providers to resolve service interruptions.
• Support implementation and maintenance of secure client connectivity solutions.
• Assist clients with network configuration requirements for new implementations, upgrades, and integrations.

Client Support & Service Delivery

• Serve as a primary technical contact for client support requests and incidents.
• Diagnose, troubleshoot, and resolve hardware, software, application, and connectivity issues.
• Escalate complex issues to senior technical teams when required.
• Provide timely updates and communications to clients regarding issue status and resolution.

Required Qualifications

• 3+ years of experience in technical support, infrastructure support, network operations, systems administration, or a related technology role.
• Working knowledge of:
• TCP/IP networking
• DNS, DHCP, and VPN technologies
• Firewalls, routers, and switches
• Windows Server and Linux environments
• Application and database troubleshooting
• Experience working directly with third-party technology vendors and service providers.
• Ability to coordinate multi-party technical issues involving clients, vendors, and internal support teams.
• Strong understanding of network troubleshooting methodologies and incident management practices.

Preferred Qualifications

• Experience supporting financial institution infrastructure and hosted environments.
• Knowledge of Cisco, Palo Alto, Fortinet, VMware, Azure, AWS, or similar technologies.
• ITIL Foundation, Network+, CCNA, or equivalent technical certifications.
• Experience supporting disaster recovery, business continuity, and data center environments.